Nu Clear Wellbeing
Terms & Conditions and Privacy Policy

Effective from 29 July 2026

​​

PART A — TERMS AND CONDITIONS OF BOOKING

1. Definitions and Interpretation

In these Terms, the following words have the following meanings:

Nu Clear Wellbeing, we, us, our  —  Nu Clear Wellbeing, operated by Joanna Rennie, providing clinical aromatherapy, massage and related therapies at Andover, Odiham and London.

You, your  —  the person booking or receiving a Treatment, or purchasing Products or a Gift Voucher.

Appointment  —  a booked session at a specified date, time and venue.

Treatment  —  any therapy or service provided by us, including massage, clinical aromatherapy, reflexology, lymphatic drainage, facial treatments and Face Remodelling.

Programme  —  a structured course of Treatments purchased together, such as the Advanced Clinical Massage Programme, Clinical Aromatherapy Programme or Face Remodelling Programme.

Block Booking  —  a set of Treatments purchased together in advance at a discounted rate.

Membership  —  the recurring monthly service described in clause 8.

Credit  —  one Treatment entitlement issued under a Membership.

Gift Voucher  —  a voucher purchased for Treatments or Products, redeemable by the named recipient or bearer.

Products  —  physical goods sold by us, including aromatherapy blends, diffuser oils, diffuser accessories and subscription items.

Website  —  nuclearwellbeing.com.

1.1   Headings are for convenience only and do not affect the interpretation of these Terms.

1.2   References to writing or written include email.

2. About These Terms

2.1   These Terms apply to all Appointments, Programmes, Block Bookings, Memberships and Gift Vouchers booked or purchased through Nu Clear Wellbeing, whether online, by telephone, or in person. By making a booking or purchase, you agree to be bound by these Terms.

2.2   Part B applies additionally to purchases of Products.

2.3   These Terms may be updated from time to time. The version in effect at the time of your booking or purchase applies to that booking or purchase. The current version is always available on the Website.

2.4   These Terms do not affect your statutory rights as a consumer.

3. Appointments

3.1   All Appointments require payment in advance to secure the booking, unless otherwise agreed in writing.

3.2   Please arrive on time for your Appointment. Where you arrive late, your Appointment will still end at its scheduled time so that subsequent clients are not affected, and treatment time may be reduced accordingly. The full fee remains payable.

3.3   Up to 15 minutes of consultation time is usually included in addition to your booked treatment length and does not reduce hands-on treatment time. Where a longer consultation is required for safe and effective treatment and this has not been arranged in advance, treatment time may be reduced to accommodate it.

3.4   Where we are unavoidably delayed, or need to reschedule your Appointment, we will give you as much notice as reasonably possible and will offer an alternative Appointment at no additional cost.

3.5   Where an Appointment is shortened by us for any reason other than your late arrival or non-disclosure under clause 11, you may choose either a proportionate reduction in the fee or a complimentary extension to a future Appointment.

4. Cancellations, Rescheduling and Non-Attendance

4.1   The following notice periods apply where you cancel or reschedule an Appointment:

•   48 hours or more before the Appointment: no charge.

•   Between 24 and 48 hours before the Appointment: 50% of the Treatment fee is payable.

•   Less than 24 hours before the Appointment, or non-attendance: the full Treatment fee is payable.

4.2   The charges in clause 4.1 reflect our genuine loss where an Appointment time cannot be reallocated at short notice, and are not intended as a penalty.

4.3   Where cancellation is due to illness or another genuine emergency, please tell us as soon as possible. Each situation is considered individually, and the charges in clause 4.1 may be reduced or waived at our discretion.

4.4   Where a refund is due, we will deduct the card payment processing fee incurred on the original transaction. This fee is charged by our payment provider and is not returned to us when a refund is issued. It is typically between 50p and £2 depending on the value of the booking. No deduction is made where an Appointment is rescheduled rather than cancelled.

4.5   Refunds are issued to the original payment method within 14 days of the refund being agreed.

5. Bookings Made at a Distance

5.1   Appointments booked online, by telephone, or by any means other than in person are distance contracts under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

5.2   Contracts for services related to leisure activities which provide for a specific date or period of performance are exempt from the statutory 14-day cancellation right under Schedule 3, paragraph 28 of those Regulations. Appointments booked for a specific date and time fall within this exemption.

5.3   If that exemption were found not to apply to a particular booking, then by confirming your booking and selecting an Appointment date you expressly request that the service begins before the end of the 14-day cancellation period, and acknowledge that you lose the right to cancel that Appointment for a refund once it has taken place.

5.4   The cancellation and rescheduling terms in clause 4 apply to all bookings. Nothing in this clause affects your right to a remedy where a service has not been performed with reasonable care and skill.

6. Gift Vouchers

6.1   Gift Vouchers are valid for 12 months from the date of purchase, unless a different period is stated at the time of purchase.

6.2   Gift Vouchers may be refunded within 14 days of purchase provided they have not been redeemed. After 14 days they are non-refundable but may be transferred to another recipient.

6.3   Gift Vouchers cannot be exchanged for cash, in whole or in part.

6.4   Lost or stolen Gift Vouchers cannot be replaced without valid proof of purchase.

6.5   Where a Gift Voucher is redeemed against an Appointment, the cancellation terms in clause 4 apply in the same way as to any other booking.

7. Block Bookings and Programmes

7.1   Block Bookings and Programmes must be used within 12 months of the date of purchase, unless a different period is stated at the time of purchase. Unused Treatments expire at the end of that period and are not refundable, except as set out in clauses 7.3 and 7.4.

7.2   Block Bookings and Programmes are non-refundable once the first Appointment has taken place, except as set out in clauses 7.3 and 7.4.

7.3   Where you are diagnosed with a condition that contraindicates all Treatments available within the scope of your Block Booking or Programme, the unused Treatments will be refunded on a pro-rata basis, calculated by reference to the standard single-session rate for the Treatments already received.

7.4   Where we are unable to complete your Block Booking or Programme, for example due to illness, injury, or ceasing to practise, you may choose either a pro-rata refund for unused Treatments or a credit toward future Treatments, calculated by reference to the standard single-session rate for the Treatments already received.

7.5   Block Bookings and Programmes are personal to you and may not be transferred to another person without our written agreement.

8. Membership

8.1   Membership is a recurring monthly service, billed automatically on the same date each month, and continues until cancelled in accordance with clause 8.10.

8.2   One Credit is added to your account on each billing date. Credits may be redeemed against any Treatment, including Face Remodelling.

8.3   For Advanced Clinical Massage, Clinical Aromatherapy and Face Remodelling, the relevant initial Programme must be completed before ongoing sessions may be booked using a Credit.

8.4   On joining, three Credits are added to your account: your first monthly Credit, together with two additional Credits issued in advance. This allows you to book up to three Appointments straight away rather than waiting for your first billing cycle.

8.5   A Credit is applied at the point an Appointment is booked, not at the point it takes place. Members may book Appointments up to three months in advance. The standard booking window for non-members is four weeks.

8.6   Membership Appointments should be booked between three and six weeks apart. This interval reflects the clinical spacing at which the work is most effective, and ensures Credits are used within their validity period.

8.7   Each Credit relates to a monthly billing cycle and is valid for six weeks from the start of the cycle it relates to. The two advance Credits issued on joining relate to your second and third billing cycles, and are valid for six weeks from the start of each of those cycles. Because a Credit is applied when an Appointment is booked, Credits already attached to a future booking are unaffected. Credits which remain unbooked at the end of their validity period may be removed from your account and are not refundable. We will contact you before a Credit is removed.

8.8   A maximum of three unbooked Credits may be held at any one time.

8.9   Your Membership rate is fixed for at least 12 months from the date you join. We will always give you written notice before any change to your rate takes effect.

8.10 The minimum Membership term is three months. Membership may be cancelled by giving one month’s written notice, which may be given at any time, including during the minimum term. Cancellation takes effect at the end of the notice period, or at the end of the minimum term, whichever is later.

8.11 On cancellation, the two advance Credits issued under clause 8.4 are removed from your account, as these were issued ahead of the corresponding monthly payments. Where fewer than two unbooked Credits remain at that point, only those remaining are removed and no further charge is made. Any other Credits held remain valid until their individual expiry date under clause 8.7.

8.12 Where a Membership payment fails or is declined, no Credit is added for that month until payment has been received. We will contact you and attempt to take payment again. Credits already held remain valid and may still be used during this period. If payment has not been received within 14 days of the original billing date, your Membership will be cancelled and no further Credits will be added. You are welcome to rejoin at any time, subject to availability, at the rate applying at that time.

8.13 Membership places are limited at each venue. Membership is subject to availability and we may operate a waiting list.

8.14 Where a Credit has been applied to an Appointment which is subsequently cancelled, the following applies in place of clause 4.1: where 48 hours’ notice or more is given, the Credit is returned to your account with a fresh six-week validity; where less than 48 hours’ notice is given, or you do not attend, the Credit is forfeited. Where we cancel or reschedule an Appointment, the Credit is returned with a fresh six-week validity.

8.15 We may waive forfeiture under clause 8.14, or extend a Credit’s validity under clause 8.7, at our discretion — in particular in cases of illness, genuine emergency, or where availability has been limited.

8.16 We may end a Membership by giving you one month’s written notice. Any Credits held at that point remain valid until their expiry date under clause 8.7, and no further payments will be taken.

9. Venue Availability

9.1   Some Treatments take place at venues which we do not own or control. Where a venue becomes permanently unavailable, for example due to closure or a change in arrangement, we will make reasonable efforts to offer an alternative venue or Appointment time.

9.2   Where this is not possible, any prepaid Treatments, Block Bookings, Programmes or Membership payments affected will be refunded on a pro-rata basis, or offered as a credit toward Treatments at another venue, at your choice.

10. Our Duty of Care

10.1 Treatments are provided only where they are safe and appropriate for you. A full consultation is carried out before your first Appointment, and you will be asked to complete a health and consultation form.

10.2 We may refuse, modify, or discontinue a Treatment at any time where we consider it unsafe, contraindicated, or otherwise inappropriate, whether this is identified before or during an Appointment.

10.3 We may end an Appointment immediately, and charge the full Treatment fee, in the event of abusive, threatening or otherwise inappropriate behaviour. We may also decline future bookings in these circumstances.

11. Your Health Information

11.1 You must disclose any medical conditions, injuries, allergies, medications, or changes to your health which may be relevant to your Treatment, either at the time of booking or as soon as they arise.

11.2 Where a Treatment cannot proceed, or must be modified or shortened, because of a condition, injury, illness or circumstance which was not disclosed in advance, we are not responsible for any costs you have incurred in attending, including travel, parking, childcare or time taken from work.

11.3 In the circumstances described in clause 11.2, the Appointment will be treated as a late cancellation under clause 4.1, as the Appointment time cannot be reallocated. Where the circumstances were genuinely unforeseeable, this will be applied at our discretion.

12. Clients Under 18

12.1 Treatments for clients under the age of 18 require the written consent of a parent or legal guardian, given in advance of the Appointment.

12.2 A parent or legal guardian must remain present in the treatment room throughout any Appointment for a client under the age of 18. This applies to all Treatments regardless of type.

13. Payments and Fees

13.1 Current prices are stated on the Website and confirmed at the time of booking.

13.2 Payment is required in advance through our online booking system, unless otherwise agreed in writing.

13.3 Where prices change, the price quoted and paid at the time of booking applies to that booking. Any price increase applies only to bookings made after the change takes effect.

13.4 Any outstanding fees must be settled in full before further Appointments can be booked.

13.5 Where a payment is declined or fails, your booking may not be confirmed until payment has been received.

14. Your Responsibilities

14.1 You are responsible for attending your booked Appointments and for providing accurate and up-to-date information about your health and circumstances.

14.2 All Treatments are complementary in nature and are not a substitute for medical diagnosis or treatment. Where you are receiving medical treatment or advice, you should continue to follow the guidance of your GP or specialist, and inform them of any complementary therapy you are receiving where relevant.

15. Limitation of Liability

15.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by the Consumer Rights Act 2015, or for any other liability which cannot lawfully be excluded or limited.

15.2 We provide Treatments with reasonable care and skill, in accordance with our professional training and registration.

15.3 Subject to clause 15.1, our total liability to you in connection with any Treatment, Product or service is limited to the amount you paid for that Treatment, Product or service.

15.4 Subject to clause 15.1, we are not liable for loss or damage which was not foreseeable at the time the contract was made, or which arises from factors outside our reasonable control, including your compliance with home-care advice and the accuracy of the health information you have provided.

15.5 We are not liable for any failure or delay in performing our obligations where this results from events outside our reasonable control. Where such an event occurs, we will contact you as soon as reasonably possible and will offer a rescheduled Appointment or a refund.

16. Insurance and Professional Registration

16.1 Nu Clear Wellbeing maintains professional indemnity and public liability insurance appropriate to the services provided.

16.2 Treatments are provided by therapists holding appropriate qualifications and professional registrations, including registration with the International Federation of Professional Aromatherapists (IFPA) and the Complementary and Natural Healthcare Council (CNHC) where applicable.

17. Complaints

17.1 If you are unhappy with any aspect of your Treatment or experience, please contact us in the first instance using the details provided on the Website or on your booking confirmation, so that we can address your concerns.

17.2 Where a complaint cannot be resolved directly, you may refer it to the relevant professional body, being the IFPA or the CNHC.

18. Changes to These Terms

We may update these Terms from time to time to reflect changes in the law, our services, or our business practices. The current version is always available on the Website. Continuing to book Appointments or purchase Products after an update takes effect constitutes acceptance of the updated Terms.

19. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes arising in connection with them are subject to the exclusive jurisdiction of the courts of England and Wales.

20. Your Statutory Rights

Nothing in these Terms affects your statutory rights as a consumer.

PART B — TERMS AND CONDITIONS OF SALE (PRODUCTS)

21. Application

This Part applies to purchases of Products, in addition to Part A where relevant, including the provisions on payment, pricing and limitation of liability.

22. Product Descriptions and Availability

22.1 We make reasonable efforts to describe Products accurately, including ingredients and intended use.

22.2 Handmade items are individually made. Natural variations in colour, texture and size are characteristic of handmade Products and are not a fault.

22.3 Diffuser blends and other small-batch Products are made in limited quantities and are not always available or restocked immediately.

23. Cancellation and Returns

23.1 For standard Products, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, please contact us within that period.

23.2 Where you cancel under clause 23.1, you must return the goods to us at your own cost, unused and in a resaleable condition. We will refund you within 14 days of receiving the goods back.

23.3 Bespoke and personalised Products, including aromatherapy blends made to your individual specification, are exempt from the right to cancel under Regulation 28(1)(b) of those Regulations, as they are made to your requirements or clearly personalised. This does not affect your rights where a Product is faulty or not as described.

23.4 The aromatherapy subscription is a recurring purchase. You may cancel future deliveries at any time. Cancellation does not affect deliveries already dispatched.

24. Faulty or Damaged Products

24.1 Under the Consumer Rights Act 2015, Products must be of satisfactory quality, fit for purpose and as described. Where a Product is faulty, damaged or not as described, please contact us as soon as possible and we will provide a repair, replacement or refund as appropriate.

24.2 This does not affect your other statutory rights.

25. Product Safety

25.1 Essential oils and aromatherapy Products are for external use only in accordance with the guidance provided, unless otherwise stated. They are not intended for ingestion.

25.2 Please carry out a patch test before first full use, and keep all Products out of the reach of children and pets.

25.3 If you are pregnant, breastfeeding, or have a known health condition or allergy, please check suitability before use or contact us for advice.

PART C — PRIVACY AND DATA PROTECTION POLICY

1. Who We Are

Nu Clear Wellbeing, operated by Joanna Rennie, is the data controller for the personal data described in this policy, for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Throughout this policy, ‘we’, ‘us’ and ‘our’ refer to Nu Clear Wellbeing.

Contact: contact@nuclearwellbeing.com

This policy explains what personal data we collect, why we collect it, how we use and protect it, and what rights you have in relation to it.

2. Personal Data We Collect

•   Contact details, including name, telephone number, email address and postal address.

•   Health information, provided during consultation, on booking and health forms, or through ongoing communication with us.

•   Booking and payment details, including Appointments booked, cancellations, Products purchased and Membership records.

•   Communication records, including emails, text messages, WhatsApp messages and direct messages on social media.

•   Preferences and consents, including marketing subscriptions and communication preferences.

•   Website usage data, including cookies, IP address, device details and browsing behaviour, collected through our website host.

3. How We Collect Personal Data

•   Directly from you, when you book an Appointment, complete a consultation or health form, purchase a Product, or contact us.

•   Through our booking system, Acuity Scheduling.

•   Through our website host, Wix, including form submissions and technical data.

•   Through Heidi, a clinical documentation tool used to assist with session notes.

•   Through our email marketing provider, Mailchimp, where you have opted in.

•   Through our payment providers, including Square.

4. Lawful Bases for Processing

We process personal data on the following lawful bases:

•   Contract — to provide Treatments, manage bookings, and fulfil orders.

•   Legal obligation — to meet tax, insurance and regulatory requirements.

•   Legitimate interests — for business administration, record-keeping and service improvement.

•   Consent — for marketing communications, which you may withdraw at any time.

Health information is special category data. Where we process it, we do so under Article 9(2)(h) of the UK GDPR, for the purposes of the provision of health or social care or treatment, and in accordance with Schedule 1, Part 1, paragraph 2 of the Data Protection Act 2018.

Providing health information is a contractual requirement. Where you choose not to provide information relevant to your safety, we may be unable to provide a Treatment.

5. How We Use Personal Data

•   To arrange, confirm and manage Appointments.

•   To record health information so that Treatments are safe and effective.

•   To issue invoices and receipts, and to manage payments.

•   To maintain client records for continuity of care.

•   To meet our legal, tax and insurance obligations.

•   To communicate with you about our services.

•   To send marketing communications where you have opted in.

•   To operate, secure and improve our website.

•   To produce anonymised business content using AI tools. No identifiable client or health data is ever provided to these tools.

6. Storage and Security

We take appropriate technical and organisational measures to protect personal data. The main systems we use are:

•   Acuity Scheduling — booking and appointment records.

•   Heidi — clinical documentation. Consultations are transcribed in real time and no audio recording is created or stored. Only the text transcript is saved. Transcripts are deleted once your notes have been written up, and in any event within 2 years. The written notes themselves are held with your client record and retained for 8 years. Data is hosted in the UK.

•   Google Drive — secure document storage under a paid account with a data processing agreement in place. Access is password-protected.

•   Wix — website hosting and form submissions.

•   Mailchimp — email marketing. Data is stored outside the UK under an approved international transfer safeguard.

•   Square and other payment providers — payment processing.

•   Paper records — stored securely and destroyed confidentially when no longer required.

Emails, text messages, WhatsApp messages and social media messages are used for short-term communication only. Relevant information is transferred to your client record and messages are cleared regularly.

7. International Transfers

Some of our providers store data outside the UK. Where this happens, we ensure that an appropriate safeguard recognised under the UK GDPR is in place, such as an adequacy decision, the UK International Data Transfer Agreement, or Standard Contractual Clauses with the UK Addendum.

8. How Long We Keep Personal Data

•   Client records, including health information: 8 years from the date of the last Treatment. Where the client was under 18 at the time of Treatment, records are retained until their 25th birthday, or their 26th birthday where Treatment ended when they were 17.

•   Records relating to vulnerable adults: these may be retained for longer than the periods above, as the legal limitation periods which apply to them can be extended.

•   Records connected to an open complaint, incident or legal claim: retained until the matter is fully resolved, regardless of the periods above.

•   Heidi transcripts: deleted once notes are written up, and within 2 years at the latest. These are working material — the notes taken from them are held with your client record for 8 years.

•   Financial records: a minimum of 7 years, in line with HMRC requirements.

•   Marketing data: until you unsubscribe or withdraw consent.

•   Messages and general correspondence: cleared regularly, with relevant information transferred to your client record.

Retention periods reflect our professional and insurance obligations. Where data is no longer required, it is securely deleted or destroyed.

Where we cease to practise, arrangements will be made for your records to continue to be stored securely and confidentially for the remainder of the applicable retention period, and to be securely destroyed at the end of it. This is a requirement of our professional registration.

9. Sharing Personal Data

We do not sell personal data. We share it only in the following circumstances:

•   With service providers who process data on our behalf, including Acuity Scheduling, Wix, Mailchimp, Heidi, Google and Square, under written data processing terms.

•   Where required by law, or in connection with legal or insurance claims.

•   With your explicit consent.

10. Sharing with Venues, Practitioners and Event Partners

Where you book an Appointment at a venue we do not own, your booking information may be shared with that venue for the purposes of confirming bookings, managing room availability and processing scheduling requests.

Where we work in collaboration with other practitioners under a shared care arrangement, for example where Treatments are combined or a referral is made, relevant information may be shared to ensure safe and effective care.

Where you attend a retreat, workshop or group event which is co-hosted or held at an external venue, we may share relevant booking and health information with co-hosts and venue staff for administrative, access, insurance or safety purposes.

Only the minimum necessary information is shared, and always securely. Health and consultation details are shared only where directly relevant to your care or to your safe participation in an event. Where wider sharing is required, or where consent is needed by law, we will ask you first.

11. Cookies

Our website is hosted by Wix, which uses cookies and similar technologies to provide security, analyse performance and personalise your browsing experience. Cookies are small files stored on your device, and you can adjust or block them through your browser settings. Integrated tools such as analytics, forms and payment gateways may also process website usage data, including IP address, device type and browsing behaviour.

12. Your Rights

Under the UK GDPR you have the right to:

•   Be informed about how your personal data is used.

•   Request access to the personal data we hold about you.

•   Request that inaccurate data is corrected.

•   Request erasure of your data, subject to our legal and professional retention obligations.

•   Request that we restrict processing, or object to processing carried out on the basis of legitimate interests.

•   Request data portability.

•   Withdraw consent at any time, where processing is based on consent.

To exercise any of these rights, please contact us at contact@nuclearwellbeing.com. We will respond without undue delay, and in any event within one month of receiving your request.

13. Complaints

If you have a concern about how we have handled your personal data, please contact us first so that we can try to resolve it. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk, or by telephone on 0303 123 1113.

14. Changes to This Policy

We may update this policy from time to time. The current version is always available on the Website.