The terms on which you use xlr8wellness.co.uk. Last updated 29 August 2026.
We introduce you to independent providers. We do not provide healthcare, diagnosis, treatment or advice, we do not employ or supervise providers, and we do not arrange or manage the care you go on to receive.
Any contract for a consultation, treatment or service is made directly between you and the provider. Their terms, prices, cancellation policy and complaints procedure apply, not ours. Prices quoted to you by a provider are set by that provider.
You pay us nothing. Providers pay us a fixed fee for each enquiry we pass to them, whether or not it leads to a booking. We take no commission on what you spend with a provider, so the fee we earn does not change according to which provider you choose or what you buy.
Before approving a provider we check their stated professional registration against the relevant public register, record their insurance details and expiry date, and require CQC registration where the activity is CQC-regulated. We screen listing copy for compliance with UK advertising rules.
This is a screening process, not a guarantee. We do not audit clinical quality, inspect premises, or supervise practice. You should satisfy yourself that a provider is right for you, and you can check most registers yourself. If you believe a provider has misrepresented their credentials, tell us and we will suspend them while we investigate.
Nothing on this site is medical advice. Do not use this service if you need urgent help. Contact your GP, call NHS 111, or call 999 in an emergency. We do not monitor enquiries around the clock and we cannot respond to clinical concerns.
You agree that the details you submit are accurate and that you are the person named, or are authorised to enquire on their behalf. Do not submit another person's details without their permission.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer are unaffected.
Subject to that, we are not liable for the acts, omissions, advice, treatment or conduct of any provider, because they are independent of us and you contract with them directly. We are not liable for a provider failing to contact you, or for a service being unavailable in your area.
Most of this site is a free introduction service, described above. Some services carry a fixed price and are bought outright. Those are governed by Part D below, which sets out who your contract is with and how refunds work.
Listing is free. We may approve, decline, suspend or remove any provider at our discretion, including where registration or insurance cannot be verified, has lapsed, or where listing copy breaches UK advertising rules. You must tell us promptly if your registration, insurance or CQC status changes.
You buy credit in advance. Each enquiry we deliver debits your balance at the published price for that category. We deliver an enquiry to no more than 3 providers. If your balance will not cover the next enquiry, or you have reached your daily cap, we stop sending them. There is nothing to invoice and you cannot go into debt.
The fee buys the introduction, not the outcome. It is payable whether or not the customer books with you, replies to you, or books with someone else.
You may dispute a delivered enquiry in your portal within 48 hours of delivery. We refund the credit automatically, without asking for evidence, where the enquiry was outside your coverage area, not a service you offer, a duplicate, not contactable on the details given, or not a genuine enquiry. We do not refund because the customer chose another provider or decided not to proceed.
Credit does not expire. Unused credit is refundable to your original payment method on written request, less any credit awarded as a bonus. We may withhold refunds where we reasonably suspect abuse of the dispute process.
You contract directly with the customer and are solely responsible for the service you provide, your clinical governance, your registration and your insurance. You must:
You indemnify us against claims, losses and costs arising from the service you provide to a customer introduced through us, from your handling of their data, or from your breach of these terms.
Either of us may end the arrangement at any time. We will refund any unused paid credit on request. We may change these terms or our published prices on reasonable notice; changes do not affect credit already spent.
A small number of services on this site are delivered by XLR8 Wellness rather than by an independent provider. They are clearly marked, they are booked and paid for directly rather than through the enquiry form, and Sekhem sessions, the Hekau retreat and the Equinox Reset retreat (Part E) are currently the only ones.
For these services your contract is with us, not with a third party. Parts A and B above describe our introduction service and do not apply here. Where the two conflict, this part governs.
These are complementary therapies and wellbeing programmes. They are not medical treatment, they do not diagnose or treat any condition, and they are not a substitute for care from your GP or any other clinician. If you are unwell, contact your GP, call NHS 111, or call 999 in an emergency.
Our practitioner holds accreditation with a recognised complementary therapy body. We will tell you the accreditation and the insurance position on request.
Booking takes a deposit by card to hold your place. The balance is paid directly to the practitioner on the day, unless we agree otherwise in writing. Prices shown at the time of booking are the prices that apply.
You may move or cancel a booking by replying to your confirmation email or by contacting us.
Because you book at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from booking to cancel and receive a full refund, separately from the policy above.
If your appointment falls inside those 14 days you are asked at booking to confirm that you want it to go ahead in that period. Once the session has taken place you can no longer cancel it for a refund of the fee, which is what that confirmation acknowledges. If the session has not yet taken place, your 14 day right still stands and overrides the 48 hour rule above.
We will provide the service with reasonable care and skill, as the Consumer Rights Act 2015 requires. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and your statutory rights are unaffected.
Please tell us at booking about anything that would help us make the session work for you, including pregnancy, recent surgery, or any condition you are receiving treatment for. We may suggest speaking to your GP first, or decline a booking where we do not think the service is suitable. If we decline, you get a full refund.
Some services on this site carry a fixed price and are bought and paid for online rather than enquired about. This part applies to those, for both customers and providers. Where it conflicts with Parts A or B, this part governs. Part C, which covers the services we deliver ourselves, is not affected by anything here.
XLR8 Wellness is not the provider of these services and does not deliver, supervise or clinically oversee them. When you pay, we collect that payment as agent for the independent provider who goes on to accept your booking. Your contract for the service itself is formed with that provider at the moment they accept, and it is with them that the service must be performed with reasonable care and skill under the Consumer Rights Act 2015.
The provider is responsible for their own professional registration, indemnity insurance, record keeping, clinical governance and, where the service is a regulated activity, their own registration with the Care Quality Commission. We check registration and insurance before a provider can take work, and we re-check it, but we do not stand behind their clinical judgement.
Your payment discharges what you owe for the booking. A provider must never ask you for further payment for a job you have already paid for here. If one does, tell us.
There are two ways, and the page you buy from says which one applies.
Tiers are set by us on how reliably a provider accepts work, attends and completes it. They are a matter of our judgement, they can be changed at any time, and no provider is entitled to any particular tier or to any volume of work. On a listed service, the tier affects only the order providers appear in.
If no provider accepts a pooled booking before the pool closes, or if the provider you chose for a listed booking hands it back or does not respond in time, we refund you in full, automatically, without you having to ask. That is the whole of our obligation to you in that situation. We do not guarantee that any booking will be accepted.
On a listed booking we will not move you to a different provider without asking you, because you chose that provider and their premises deliberately. You are refunded, and you are free to choose someone else.
Because you buy at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day your contract is formed to cancel and receive a full refund.
If your appointment falls inside those 14 days, you are asked at checkout to confirm that you want it arranged straight away. Once the service has been fully carried out you can no longer cancel it for a refund, which is what that confirmation acknowledges. If it has not yet been carried out, your 14 day right still stands, and where the service has been partly carried out you may be charged a proportionate amount for what was done.
To cancel, or to change an appointment, email us quoting your reference and we will deal with it and with your provider. Refunds go back to the card you paid with.
Tell us. We will take it up with the provider, and where the service was not carried out, or not carried out with reasonable care and skill, we will refund you and recover the money from the provider. That is a service we choose to offer to keep the panel honest; it does not make us the provider of the service or a party to your treatment.
Complaints about clinical care itself are a matter for the provider and their professional regulator, and we will give you the details you need to take it there.
A provider who accepts a job through the pool agrees to the following, in addition to Part B.
This part covers places on the Equinox Reset retreat (Friday 12 to Monday 15 March 2027, at Church Beck Retreat and Church Beck House, Scalby, North Yorkshire), the free Sekhem 1:1 offered to every guest, and any extra Sekhem 1:1 sessions added to a booking. The retreat is run by XLR8 Wellness itself, so your contract is with us. Part C applies too, except where this part says otherwise. If you book through BookRetreats.com, their booking terms and the cancellation policy shown on that listing apply to that booking.
Prices are per person unless shown as sole use. Early bird prices apply to bookings confirmed with a deposit by the end of 14 January 2027 (UK time); standard prices apply after that. To book before 15 January 2027, you pay a 30% deposit by card and your place is confirmed when it clears; the balance is due by 15 January 2027, and we email you a secure link to pay it. You can also pay in full when you book. Bookings made from 15 January 2027 are paid in full when you book. Rooms are allocated in booking order.
Every guest is offered one free 60-minute Sekhem 1:1 as our gift. You choose your time at check-in on arrival day, and sessions depend on practitioner availability. Because it's a free gift, there's no refund or credit if you don't take it. Extra sessions cost £85 each, subject to availability; an extra session cancelled at least 48 hours before its start time, or one we can't fit in, is refunded in full.
Your 30% deposit is non-refundable unless we re-sell your place. If you cancel on or before 11 January 2027 (60 days before the retreat), anything you've paid on top of the deposit is refunded in full. After that, payments can only be refunded if we re-sell your place. You can pass your place to a friend at no charge at any time: just email us their name.
To cancel, use the Manage your booking link in your confirmation email, or email us. When you cancel online, any refund due under this policy is sent back to the card you paid with straight away, and your room goes back on sale.
If we have to cancel the retreat for any reason, including severe weather, you get everything back, or you can move your place to a future date if you prefer.
A retreat place is a leisure service booked for a specific date, so the 14 day cancellation right in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to it (regulation 28(1)(b)). The cancellation policy above is what applies instead, and it does not affect your other statutory rights.
Every guest completes a short health questionnaire and waiver before the retreat. Cold immersion, sauna, hot tub and red light are not suitable during pregnancy or with some heart, blood pressure, circulation or light-sensitivity conditions. Every activity is optional and there is always a gentler option. The retreat and Sekhem are complementary wellbeing practices, not medical treatment. Adults only (18 and over).
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.