Our Terms & Conditions

Refunds, Cancellations and Membership Terms

Appointments and cancellations

If you do not attend your appointment, you will be charged the full cost of the booking.

If you cancel within 24 hours of your appointment time, you will be charged the full cost of the booking.

If you cancel more than 24 hours before your appointment, the value of your booking will remain on your account for you to rebook at a more convenient time, subject to any applicable expiry period. Bookings are not automatically refunded.

Refunds will not be issued for services, bookings, credits or packages that are not used within the stated validity period.

We always aim to provide every client with an excellent experience. However, as wellbeing treatments are personal in nature and individual responses can vary, we are unable to offer refunds once a treatment or session has been delivered purely because it was not personally enjoyed, did not meet individual expectations, or did not produce the desired result. Nothing in this policy affects your statutory rights.

Any exception to this policy will be at the discretion of management.

Membership charge authorisation

By signing up for a Floatwell membership, you authorise Greener by the Hour Ltd, trading as Floatwell, to collect your membership payments from your debit or credit card.

Your membership payments will begin on the date of sign-up and will continue on a monthly basis thereafter. Membership continues until cancelled or frozen in accordance with the procedures below and is subject to a minimum commitment period of 3 months.

Membership cancellation

To cancel your membership, you must email office@floatwell.co.uk at least 15 days before your next billing date. Requests must be made by the cardholder named on the account.

Upon cancellation of your membership, any unused membership benefits, including reward points and booking credits, will be removed from your account unless otherwise stated.

Privacy Policy

Our contact details

Floatwell

6 Salisbury Villas

Station Road

Cambridge

CB1 2JF

Telephone: 01223 297872

Email: office@floatwell.co.uk

The personal information we collect

We may collect and process the following personal information:

  • name

  • contact details, including email address and telephone number

  • booking and purchase history

  • information provided when making an enquiry

  • waiver information and client notes where relevant to the services we provide

  • marketing preferences

How we collect your personal information

Most of the personal information we process is provided directly by you when you:

  • book a session or treatment

  • complete a waiver or consultation form

  • contact us with an enquiry

  • sign up to receive updates or marketing communications

Why we use your personal information

We use your information in order to:

  • manage bookings and appointments

  • provide our services safely and effectively

  • maintain client records, waivers and visit history

  • fulfil our insurance and legal obligations

  • respond to enquiries and customer service requests

  • send service-related communications

  • send marketing communications where you have agreed to receive them

Lawful bases for processing your information

Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on may include:

  • your consent

  • the performance of a contract

  • compliance with a legal obligation

  • our legitimate interests in operating and improving our business, where these are not overridden by your rights and interests

Where we rely on your consent, you may withdraw it at any time by contacting office@floatwell.co.uk.

How we store your personal information

Your information is stored securely and access is limited to those who need it for legitimate business purposes.

We keep personal information only for as long as necessary for the purposes for which it was collected, including legal, insurance, accounting and operational requirements. When information is no longer required, it is securely deleted or otherwise securely disposed of.

Marketing communications

If you choose to receive marketing from us, we may send you occasional updates, offers and news about Floatwell. You can unsubscribe at any time by using the unsubscribe link in our emails or by contacting us at office@floatwell.co.uk.

Sharing your information

We do not sell your personal information. We may share your information with trusted service providers where necessary to operate our business, such as booking systems, payment providers or email platforms, but only where appropriate safeguards are in place.

Your data protection rights

Under data protection law, you have rights including:

  • the right of access

  • the right to rectification

  • the right to erasure

  • the right to restrict processing

  • the right to object to processing

  • the right to data portability

You are not usually required to pay a fee to exercise these rights. If you make a request, we will respond within the time required by law.

To make a request, please contact office@floatwell.co.uk.

How to complain

If you have any concerns about our use of your personal information, you can contact us at office@floatwell.co.uk.

You also have the right to complain to the Information Commissioner’s Office (ICO):

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline: 0303 123 1113