Terms & Conditions

Terms & Conditions of Business

Last Updated: October 2026

By scheduling an appointment, purchasing a consultation package, or booking a service through this website, you explicitly agree to be bound by the following Terms and Conditions of Business with Lucy Pritchard, Specialist Dietitian.

1. Information I Collect

To provide safe and accurate dietetic assessments and follow-up correspondence, I may process your name, date of birth, contact details, GP or consultant details, referral letters, previous clinical correspondence, and medical/diet history forms completed by yourself.

2. Data Privacy & Confidentiality

2.1 All consultations, health assessments, and client records are kept strictly confidential in accordance with the Health and Care Professions Council (HCPC) standards, the British Dietetic Association (BDA) guidelines, and the UK GDPR / Data Protection Act 2018.

2.2 I collect data to assist in the administration of the business and to provide you with an effective service. Medical and diet history forms completed by patients are stored securely using WriteUpp, a GDPR-compliant electronic health record system.

2.3 I use the application Heidi (an AI clinical assistant) to securely capture factual content during sessions and help prepare consultation summaries. All recordings, transcripts, and data generated via Heidi are permanently deleted monthly and are not retained beyond this period. Clinical letters and documents are stored on WriteUpp.

2.4 Your personal and medical data will not be disclosed to third parties—including your GP or other medical professionals—without your explicit, prior written consent. The only exceptions occur if I am legally compelled to disclose information by a court of law, or if I reasonably believe there is a severe and immediate risk of serious harm to yourself or others. In such rare instances, I reserve the right to contact relevant authorities without your prior consent.

3. Appointments & Lateness

• Client Responsibility: You are solely responsible for ensuring you are on time for your scheduled online or in-person consultation slot.

• Technical Readiness: For remote sessions, you must ensure your computer, camera, microphone, and internet connection are fully operational prior to the start of the call.

• Time Limitations: If you are late or experience personal technical issues, your session cannot be extended beyond its scheduled end time or refunded, as this impacts subsequent clinical bookings.

• Administration: I will use your contact details to assist with the administration of your appointments, scheduling changes, and/or appointment reminders. To further enhance my service to you, I may occasionally update you on information regarding the practice.

4. Cancellation & Rescheduling Policy (24 Hours)

• Strict 24-Hour Notice: If you need to cancel or reschedule an appointment, you must provide a minimum of 24 hours’ notice before your scheduled slot.

• Late Penalties: Cancellations or rescheduling requests made with less than 24 hours’ notice will result in the forfeiture of that session from your package, or the billing of the full session fee if booked as a standalone appointment.

• No-Shows: If you fail to attend your session without any prior notice, 100% of the session fee is permanently forfeited.

• Dietitian Cancellation Policy: In the case of unforeseen circumstances (such as dietitian sickness or emergency), I may cancel your consultation with less than 24 hours' notice. In this event, no payment will be due from you, and you will be offered an alternative consultation date as soon as possible.

5. Refunds, Packages, & Expiry

• 14-Day Cooling-Off Period: You are entitled to a full refund within 14 days of your initial booking or package purchase, provided that no consultations have already taken place during this window.

• Mid-Way Refunds: No partial or full refunds will be issued mid-way through any consultation block or multi-session package once your clinical programme has officially commenced.

• 6-Month Expiry: All consultation packages and prepaid session blocks must be fully utilised within 6 months from the date of purchase. Any unused sessions remaining after 6 months will automatically expire and cannot be refunded or transferred.

6. Between-Session Communication Limits

• Package Support Caps: To ensure safe and sustainable care, email support between live sessions for package clients is strictly limited to a maximum of 3 emails containing no more than 10 queries total across those messages. A query is defined as a single, distinct question regarding your current dietary plan and no later than 30 days of completion of the plan.

• Individual / Standalone Appointments: For all other individual appointments, a maximum of one email query is permitted, which must be sent within 7 days of your clinical report being produced.

• No Ongoing Email Agreement: Booking a consultation does not enter you into an ongoing email or support agreement.

• Further Support: Additional support is available via the purchase of a dedicated email support add-on or an extended consultation package. Please contact me directly for further details.

7. Professional Scope, Form Submissions & Right to Cancel

• Clinical Screening: All initial bookings are subject to clinical screening via your submitted pre-consultation intake form.

• 48-Hour Submission Deadline: This pre-consultation registration form must be completed and submitted no later than 48 hours prior to your scheduled appointment time. Failure to submit your registration form on time may result in the immediate cancellation and rescheduling of your appointment.

• Practitioner Discretion: In accordance with the professional and clinical boundaries set by the Health and Care Professions Council (HCPC), Lucy Pritchard, Specialist Dietitian

reserves the right to cancel any booking at my sole discretion if your clinical needs fall outside my professional scope of practice.

• Refund Policy for Denied Bookings: If an appointment is permanently cancelled by me due to an unsuitability found during clinical screening, a 100% full refund of any prepaid fees will be issued to your original payment method within 5 to 10 working days.

8. Clinical & Legal Disclaimer

• Medical Status: The dietary advice, plans, and summaries provided during your sessions are for nutritional rehabilitation and educational purposes only. They do not replace formal medical diagnosis, pharmaceutical intervention, or specialized treatment by your primary medical team or consultant.

• Individual Outcomes: Nutritional changes require active client participation. While all guidance is evidence-based and aligned with HCPC standards, specific physiological or health outcomes cannot be guaranteed.

• Urgent Medical Attention: I do not provide emergency medical services. If you experience acute physical health symptoms, severe allergic reactions, or urgent medical complications, you must contact your GP, call NHS 111, or attend your local Accident & Emergency (A&E) department immediately.

Website: www.lucypritchard.com

Email: info@lucypritchard.com