TERMS OF ENGAGEMENT 

BETWEEN THE REGISTERED NUTRITIONAL THERAPY PRACTITIONER 

(RNTP) AND CLIENT 

PART 1 

The Nutritional Therapy Descriptor  

Nutritional therapy is the application of nutrition and lifestyle medicine sciences in the promotion of health, peak performance and individual care. Registered Nutritional Therapy Practitioners assess and identify potential nutritional imbalances and understand how these may contribute to an individual’s symptoms and health concerns. This approach allows them to work with individuals to address nutritional imbalance and help support the body towards maintaining health.  

Nutritional therapy is recognised as a complementary medicine and is relevant for individuals with chronic conditions, as well as those looking for support to enhance their health and wellbeing. Practitioners consider each individual to be unique and recommend personalised nutrition and lifestyle programmes rather than a 'one size fits all' approach.  

Practitioners never recommend nutritional therapy as a replacement for medical advice and always refer any client with 'red flag' signs or symptoms to their medical professional. They frequently work alongside medical professionals and will communicate with other healthcare professionals involved in the client's care to explain any nutritional therapy programme that has been provided.  

The Registered Nutritional Therapy Practitioner (RNTP) requests that the Client notes the following:  

• The degree of benefit obtainable from nutritional therapy may vary between clients with similar health problems and following a similar nutritional therapy programme.  

• Nutrition and lifestyle recommendations will be tailored to support health conditions and/or health concerns identified and agreed between both parties.  

• RNTPs are not permitted to diagnose, or claim to treat, medical conditions.  

• RNTPs’ recommendations are not a substitute for professional medical advice and/or treatment.  

• Your RNTP may recommend food supplements and/or functional testing as part of your nutritional therapy programme and may receive a commission on these products or services.  

• Supplement recommendations are largely procured rom Natural Dispensary or Amrita Nutrition, both of which source and sell a range of international products of utmost quality.  A commission agreement is in place between the company and the practitioner and a percentage of this is passed on to you my clients as a discount.  Some supplements may be available cheaper elsewhere and I welcome you to source the exact product recommended from another supplier. 

• All tests recommended are through laboratories that abide by GMP (Good Manufacturing Practice) most labs are available to practitioners only to ensure the results are handled and interpreted with the level of knowledge and training required to best serve you.  An interpretation fee is payable from the company to the practitioner to cover the time this takes prior to your consultation 

• Standards of professional practice in nutritional therapy are governed by the Complementary and Natural Healthcare Council (CNHC) Code of Conduct, Ethics and Performance. 

• This document only covers the practice of nutritional therapy within this consultation, and your practitioner will make it clear if he or she intends to provide services that are outside the scope of nutritional therapy practice. 

The Client understands and agrees to the following:  

• I am responsible for contacting my GP about any health concerns.  

• If I am receiving treatment from my GP, or any other medical provider, I should tell him/her about any nutritional recommendations provided by my RNTP/Lucie. This is necessary because of any possible reaction between medication and the nutritional programme.  

• It is important that I tell my RNTP/Lucie about any medical diagnosis, medication, herbal medicine or food supplements I am taking as this may affect the nutritional programme.  

• If I am unclear about the agreed nutritional therapy programme/food supplement doses/time period, I should contact my RNTP/Lucie promptly for clarification.  

• I understand that the recommendations are personal to me and may not be appropriate for others.  

• I must contact my RNTP/Lucie should I wish to continue any specified supplement programme for longer than the originally agreed period, to avoid any potential adverse reactions.  

• Recording consultations using any form of electronic media is not allowed without the written permission of both me and my RNTP/Lucie. 

• It is my responsibility to ensure I have a working internet connection for online appointments. If I am unable to connect as scheduled, the appointment is considered a ‘no show’ and charged in full. 

Confidentiality and Data Protection 

The Registered Nutritional Therapy Practitioner/Lucie will keep your personal information confidential and secure following the UK GDPR guidelines for the practice. The RNTP /Lucie will not share your information with third parties without your consent. However, if the RNTP /Lucie believes there is a risk of significant harm to yourself or another person, the RNTP /Lucie may pass the information onto an appropriate authority using the legal basis of vital interest. A separate Privacy and Consent Notice is available for your review. 

PART 2 

Payment Terms and Cancellation Policy  

Fees are agreed in advance of the appointment and a confirmation sent with your scheduled appointment.  

Standalone consultations (e.g initial consultations/ follow up consultations)  

50% of the fee paid at least 48 hours before the consultation. Failure to do so will mean your consultation is cancelled.  

• The remaining 50% must be paid on receipt of your health optimisation plan (this is normally 5 working days from our consultation)  

Packages of care 

 40% of the package fee must be paid at 48 hours before the consultation. Failure to do so will mean your consultation is cancelled.  

• The remaining 60% must be paid on receipt of your health optimisation plan (this is normally 5 working days from our consultation) 

Payments can be made by bank transfer, credit or debit card.  

Appointments cancelled with less than 48 hours’ notice and ‘no shows’ will be charged in full. 

In the case of advance payments for services, you have the right to cancel this Agreement within 14 days of the purchase without penalty (‘Cooling-off Period’). If you wish to terminate the agreement within the 14-day Cooling-off Period, you must do so in writing to livewellsurrey@gmail.com. The RNTP /Lucie will refund any monies paid prior to cancelling this Agreement. If the services have commenced during the 14-day Cooling-off Period, the RNTP /Lucie will refund any monies due to you for services not yet provided. The refund payment will be made within 14 days of cancellation. 

We understand the above and agree that our professional relationship will be based on the content of this Agreement. We declare that all the information we share during this professional relationship is confidential and to the best of our knowledge is true and correct.  

PART 1

The Acupuncture Descriptor

Acupuncture works to help maintain your body’s equilibrium. It involves the insertion of very fine needles into specific points on the body to regulate the flow of ‘qi’, your body’s vital energy. For a number of lifestyle and environmental reasons, qi can become disturbed, depleted or blocked, which can result in some symptoms of pain and illness. In certain instances, traditional acupuncture can be an effective therapy to help restore balance and promote physical and emotional harmony

Acupuncture is recognised as a complementary medicine and recognised in the PSA register. Asa registered member of the British Acupuncture council, I abide to all codes of safe practice and professionalism in the field of acupuncture.

Acupuncturists consider each individual to be unique and conduct personalised treatment, that is not a 'one size fits all' approach.

Practitioners never recommend acupuncture as a replacement for medical advice and always refer any client with 'red flag' signs or symptoms to their medical professional. They frequently work alongside medical professionals and will communicate with other healthcare professionals involved in the client's care to explain any complementary support during an acupuncture session that has been provided.

The Licensed Acupuncturist requests that the Client notes the following:

• The degree of benefit obtainable from acupuncture may vary between clients with similar health problems and following a similar treatment.

• Treatments will be tailored to support health conditions and/or health concerns identified and agreed between both parties. Consent will be requested before commencing treatment.

• Acupuncturists are not permitted to diagnose, or claim to treat, medical conditions.

• Acupuncturists recommendations are not a substitute for professional medical advice and/or treatment.

• Standards of professional practice in Acupuncture are governed by the British Acupuncture council code of safe practice and is registered with the  Professional Standards Authority (PSA) for Health and Social Care.

• This document only covers the practice of acupuncture within this consultation.

The Client understands and agrees to the following:

• I am responsible for contacting my GP about any health concerns.

• It is important that I tell my Lucie about any medical diagnosis, medication, herbal medicine or food supplements I am taking as this may affect acupuncture treatment, this is particularly relevant if taking blood thinners, or steroids.

• It is my responsibility to ensure I arrive on time for appointments. If I am late, the time can only be given as allocated due to the impact on other clients.

I am aware that addiitonal precautions exist for techniques such as cupping and gua sha, these will be discussed and consented to when appropriate.

I am aware that the most likely side effect of acupuncture is drowsiness. This is particularly relevant to those patients on medication that induces drowsiness.

·         I am aware that treatment can cause a temporary drop in blood sugar levels which may, in extreme cases, adversely affect patients with type one diabetes.

·         I am aware of the risks of feeling frowsy, and will allow suitable time before

 driving or leaving the clinic to ensure I am able to continue my onward plans

I am aware there is a small chance of fainting, which can be due to sudden changes in blood pressure. I will make Lucie aware if I am prone to fainting, as this can be largely avoided with correct treatment protocols.

In the case of pregnancy, I am aware I may need approval from my obstetric team before pursuing acupuncture treatment, this is to protect myself and my baby.

Confidentiality and Data Protection

The Licensed Acupuncturist/Lucie will keep your personal information confidential and secure following the UK GDPR guidelines for the practice. The Licensed Acupuncturist/Lucie will not share your information with third parties without your consent. However, if the Licensed Acupuncturist/Lucie believes there is a risk of significant harm to yourself or another person, the Licensed Acupuncturist/Lucie may pass the information onto an appropriate authority using the legal basis of vital interest. A separate Privacy and Consent Notice is available for your review.

PART 2

Payment Terms and Cancellation Policy

Fees are agreed in advance of the appointment and a confirmation sent with your scheduled appointment.

Standalone consultations (e.g initial consultations/ follow up consultations)

50% of the fee paid at least 48 hours before the first consultation. Failure to do so will mean your consultation is cancelled.

·         The remaining 50% must be paid at your acupuncture session

Packages of care

 40% of the package fee must be paid at 48 hours before the first consultation. Failure to do so will mean your consultation is cancelled.

·         The remaining 60% must be paid prior to your next acupuncture appointment

Payments can be made by bank transfer, credit or debit card.

Appointments cancelled with less than 48 hours’ notice and ‘no shows’ will be charged in full.

In the case of advance payments for services, you have the right to cancel this Agreement within 14 days of the purchase without penalty (‘Cooling-off Period’). If you wish to terminate the agreement within the 14-day Cooling-off Period, you must do so in writing to livewellsurrey@gmail.com. The Licensed Acupuncturist/Lucie will refund any monies paid prior to cancelling this Agreement. If the services have commenced during the 14-day Cooling-off Period, the Licensed Acupuncturist/Lucie will refund any monies due to you for services not yet provided. The refund payment will be made within 14 days of cancellation.

We understand the above and agree that our professional relationship will be based on the content of this Agreement. We declare that all the information we share during this professional relationship is confidential and to the best of our knowledge is true and correct.

PRIVACY NOTICE LIVEWELL SURREY

Livewell Surrey holds some information about you. This document outlines how that information is used, who we may share that information with and how we keep it secure. This notice does not provide exhaustive detail. However, we are happy to provide any additional information or explanation needed. Any requests for this should be sent to the livewellsurrey@gmail.com We keep our Privacy Notice under regular review. This Privacy Notice was last reviewed in September 2026.

1.    What We Do

Nutritional therapy services

Livewell Surrey provides nutritional therapy services to clients to improve their health through diet and lifestyle interventions.  We focus on preventative healthcare, the optimisation of physical and mental health and chronic health conditions.  Through nutritional therapy consultations, dietary and lifestyle analysis and biochemical testing, we aim to understand the underlying causes of your health issues which we will seek to address through personalised dietary therapy, nutraceutical prescription (supplements) and lifestyle advice.

Acupuncture treatment

Livewell Surrey provides tailored acupuncture treatments based on the theory of Traditional Chinese Medicine. This involves taking a full case history according to Chinese medicine, pulse and tongue diagnosis and the insertion of acupuncture needles, along with complementary techniques such as cupping and guasha.

2.    How We Obtain Your Personal Data – Acupuncture

Information provided by you

You provide us with personal data in the following ways:

-       By completing the “contact me” form on livewellsurrey.com

-       By signing a terms of engagement form for acupuncture electronically

-       During an acupuncture consultation I will store your data in a practice management software

-       Through email, over the telephone to make and rearrange appointments

-       By taking credit card and online payment 

I use your name, address, telephone number and email address to make and rearrange appointments. I am unable to send or receive encrypted emails so you should be aware that any emails we send or receive may not be protected in transit. I will also monitor any emails sent, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send us is within the bounds of the law.

Some patients and prospective patients return pre-first appointment questionnaires or tell us about their medical conditions and medication by email or online enquiry forms. We are unable to send or receive encrypted emails so you should be aware that any emails we send or receive may not be protected in transit. We will also monitor any emails sent to us, including file attachments, for viruses or malicious software. Please be aware that you have a responsibility to ensure that any email you send us is within the bounds of the law.

I keep a permanent attendance register which records all appointments for patients attending my clinic within my practice management software, this is to keep a record of when you were treated for tax purposes and to secure potential evidence in the event of a criminal prosecution, civil litigation, insurance claim or complaint to my regulatory body, the British Acupuncture Council.

I will use your presenting complaint and symptoms reported by you for the purposes of making a full traditional diagnosis, formulating treatment strategy and treatment planning.

I will use any relevant medical and family history you have told us for making a full traditional diagnosis, formulating treatment strategy and treatment planning

If you send me any relevant documents I will upload this to my patient management software

I will use your GP’s name and address in the event that we need to contact your GP including in an emergency and because it is a mandatory requirement in the British Acupuncture Code of Professional Conduct.

I use my clinical findings about your health and wellbeing for making a full traditional diagnosis, and formulating treatment strategy and treatment planning. I keep a record of and refer to that record of any treatment given and details of progress of your case, including reviews of treatment planning to enable us to: review the full traditional diagnosis, treatment strategy and planning; and to secure evidence in the event of criminal proceedings, civil litigation, an insurance claim or complaint.

I record and use any information and advice that we have given, especially when referring patients to any other health professional, to help you to receive the most appropriate treatment and to secure evidence in the event of criminal proceedings, civil litigation, an insurance claim or complaint.

I record any decisions made in conjunction with you to help you to receive the most appropriate treatment and to secure evidence in the event of criminal proceedings, civil litigation, an insurance claim or complaint.

I keep accident records for any patients, visitors or staff who are involved in accidents at our clinic in accordance with UK Health and Safety legislation including the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) to comply with the law and to secure evidence in the event of criminal proceedings, civil litigation, an insurance claim or complaint.

 In the event of an adverse incident occurring to any of our patients I report the matter to the British Acupuncture Council and our insurance company to enable the insurance company to deal with any potential claims and to help the British Acupuncture Council to develop its safe practice guidelines, as well as providing research data and information for the BAcC’s insurers and other interested parties. Where relevant I maintain records of the patient’s consent to treatment, or the consent of their next-of-kin in order to be able to prove that the patient (and/or parent/guardian/next of kin) has given informed consent to treatment to secure evidence in the event of a civil claim, criminal prosecution, insurance claim or complaint.

How We Obtain Your Personal Data – Nutritional therapy

Information provided by you

You provide us with personal data in the following ways:

-       By completing the “contact me” form on livewellsurrey.com

-       By completing a nutritional therapy questionnaire

-       By signing a terms of engagement form

-       During a nutritional therapy consultation

-       Through email, over the telephone or by post

-       By taking credit card and online payment 

This may include the following information:

-       basic details such as name, address, contact details and next of kin

-       details of contact we have had with you such as referrals and appointment requests

-       health information including your previous medical history, dietary, lifestyle, supplement and medicine details, biochemical test results, clinic notes and health improvement plans

-       GP contact information

-       Bank details

We use this information in order to provide you with direct healthcare.  This means that the legal basis of our holding your personal data is for legitimate interest. 

Following completion of your healthcare we retain your personal data for the period defined by our professional association BANT and registrant body. This enables us to process any complaint you may make.  In this case the legal basis of our holding your personal data is for contract administration.

Information we get from other sources

We may obtain sensitive medical information in the form of test results from biochemical testing companies.  We use this information in order to provide you with direct healthcare.  This means that the legal basis of our holding your personal data is for legitimate interest.   

We may obtain sensitive information from other healthcare providers.  The provision of this information is subject to you giving us your express consent. If we do not receive this consent from you, we will not be able to coordinate your healthcare with that provided by other providers which means the healthcare provided by us may be less effective.

3.    How we use your personal data

We act as a data controller for use of your personal data to provide direct healthcare.  We also act as a controller and processor in regard to the processing of your data from third parties such as testing companies and other healthcare providers.  We act as a data controller and processor in regard to the processing of credit card and online payments.

We undertake at all times to protect your personal data, including any health and contact details, in a manner which is consistent with our duty of professional confidence and the requirements of the UK General Data Protection Regulation (UK GDPR) concerning data protection.  We will also take reasonable security measures to protect your personal data storage.

We may use your personal data where there is an overriding public interest in using the information e.g. in order to safeguard an individual, or to prevent a serious crime.  Also where there is a legal requirement such as a formal court order. We may use your data for marketing purposes such as newsletters but this would be subject to you giving us your express consent.

4.    Do you share my information with other organisations?

We will keep information about you confidential.  We will only disclose your information with other third parties with your express consent with the exception of the following categories of third parties:

-       Our registrant body, and our professional association, BANT, for the processing of a complaint made by you

-       Any contractors and advisors that provide a service to us or act as our agents on the understanding that they keep the information confidential

-       Anyone to whom we may transfer our rights and duties under any agreement we have with you

-       Any legal or crime prevention agencies and/or to satisfy any regulatory request if we have a duty to do so or if the law allows us to do so

We may share your information with supplement companies and biochemical testing companies as part of providing you with direct healthcare.  We will not include any sensitive information 

We will seek your express consent before sharing your information with your GP or other healthcare providers.  However if we believe that your life is in danger then we may pass your information onto an appropriate authority (such as the police, social services in the case of a child or vulnerable adult, or GP in case of self-harm) using the legal basis of vital interests.

We may share your case history in an anonymised form with our peers for the purpose of professional development.  This may be at clinical supervision meetings, conferences, online forums, and through publishing in medical journals, trade magazines or online professional sites.  We will seek your explicit consent before processing your data in this way.

5.    What are your rights?

Every individual has the right to see, amend, delete or have a copy, of data held that can identify you, with some exceptions. You do not need to give a reason to see your data.

If you want to access your data you must make a subject access request in writing to livewellsurrey@gmail.com. Under special circumstances, some information may be withheld.   We shall respond within 20 working days from the point of receiving the request and all necessary information from you.  Our response will include the details of the personal data we hold on you including:

-       Sources from which we acquired the information

-       The purposes of processing the information

-       Persons or entities with whom we are sharing the information

You have the right, subject to exemptions, to ask to:

·         Have your information deleted

·         Have your information corrected or updated where it is no longer accurate

·         Ask us to stop processing information about you where we are not required to do so by law or in accordance with the BANT and CNHC guidelines.

·         Receive a copy of your personal data, which you have provided to us, in a structured, commonly used and machine readable format and have the right to transmit that data to another controller, without hindrance from us.

·         Object at any time to the processing of personal data concerning you

We do not carry out any automated processing, which may lead to automated decision based on your personal data.

If you would like to invoke any of the above rights then please write to the Data Controller at Livewell Surrey or email livewellsurrey@gmail.com.

6.    What safeguards are in place to ensure data that identifies me is secure?

We only use information that may identify you in accordance with UK GDPR. This requires us to process personal data only if there is a legitimate basis for doing so and that any processing must be fair and lawful.

Within the health sector, we also have to follow the common law duty of confidence, which means that where identifiable information about you has been given in confidence, it should be treated as confidential and only shared for the purpose of providing direct healthcare. We will protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared.

We also ensure the information we hold is kept in secure locations, restrict access to information to authorised personnel only, protect personal and confidential information held on equipment such as laptops with encryption (which masks data so that unauthorised users cannot see or make sense of it). We ensure external data processors that support us are legally and contractually bound to operate and prove security arrangements are in place where data that could or does identify a person are processed.

Livewell Surrey is registered with the Information Commissioner’s Office (ICO) as a data controller and collects data for a variety of purposes. A copy of the registration is available through the ICO website (search by business name).

7.    How long do you hold confidential information for?

All records held by the Livewell Surrey will be kept for the duration specified by guidance from our professional association BANT.

8.    Website technical details

a.    Forms

We do use electronic forms on our website making use of an available ‘forms module’ which has a number of built-in features to help ensure privacy. We also aim to use secure forms where appropriate.

In compliance with EU legislation, the following table lists the use of cookies on this web site:

Cookie name

Purpose

Eg, AcceptCookies

Eg, This is used to store whether you have agreed to receive cookies. Persistent for one year.

Eg,

Google Analytics _utma

_utmb

_utmc

_utmz

Eg, These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited.

Cookies are small. We do not make use of cookies to collect any private or personally identifiable information. The technical platform of this website uses cookies solely to aid the proper technical functioning of the website. The cookies used contain random strings of characters alongside minimal information about the state and session of the website – which in no way collects or discloses any personal information about you as a visitor.

Advanced areas of this site may use cookies to store your presentation preferences in a purely technical fashion with no individually identifiable information. Note also our statement on analytics software below – as analytics software also uses cookies to function.

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout

9.    Analytics

Like most websites, Livewell Surrey may make use of analytics software in order to help us understand the trends in popularity of our website and of different sections. We make no use of personally identifiable information in any of the statistical reports we use from this package. Livewell Surrey may collect data by you providing the data directly to us and also by automatically gathering information as you use our website by using cookies such as your IP address, browser type, referring/exit pages, and operating system.  We may use Google analytics, and other means to track customer interaction with our website to improve our website, deliver relevant website content, to measure or understand the effectiveness of the advertising we serve you and potentially conduct research and analysis.   We also process customer service requests, respond to clients questions and concerns through this medium.  If you do not want this data used, please block all cookies by following this guide.

We do not collect any Sensitive Data about you.  Sensitive Data refers to data that includes details about your race or ethnic religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, genetic and bio metric data.  In addition, we do not collect any information about criminal convictions and offences.

10.  Complaints

If you have a complaint regarding the use of your personal data then please contact us by writing to the Data Controller at Livewell Surrey or email Livewellsurrey@gmail.com and we will do our best to help you.

If your complaint is not resolved to your satisfaction and you wish to make a formal complaint to the Information Commissioner’s Office (ICO), you can contact them on 01625 545745 or 0303 1231113.