Tramp Health

Please read these terms and conditions of service (“Terms”) carefully before you purchase any membership, book any service or use any paid functionality through the Tramp Health app, website or related digital channels (“Services”). These Terms set out your legal rights and responsibilities, our legal rights and responsibilities and certain key information required by law.

In these Terms:

• “we”, “us” or “our” means T HEALTH (MAYFAIR) LIMITED trading as ‘Tramp Health’, a company registered in England and Wales under company number 16466842, whose registered office is at 36 Jermyn Street, London, England, SW1Y 6DN; and
• “you” or “your” means the person using our Services to purchase memberships, book services or access services made available by or through Tramp Health.

If you have any questions about these Terms or any booking, purchase or membership, please contact us at:

• Email: membership@tramphealth.co.uk
• Telephone: +44 7402 365879

Please print or save a copy of these Terms for your records.

1. Introduction

1.1 If you purchase any membership, book any service or use any paid feature through our Services, you agree to be legally bound by these Terms.

1.2 These Terms apply only where you are acting as a consumer, meaning for purposes wholly or mainly outside your trade, business, craft or profession.

1.3 These Terms are available in English only, unless we expressly make a translated version available. If we do, the English version will prevail to the extent permitted by law in the event of inconsistency.

1.4 When buying or booking any services through us, you also agree to be legally bound by:

• 1.4.1 tramphealth.co.uk/terms
• 1.4.2 tramphealth.co.uk/privacy
• 1.4.3 our club rules, membership rules and operational policies as updated from time to time, including rules relating to guest entry, lockers, use of facilities and CCTV;
• 1.4.4 any specific terms presented to you during the checkout or booking process for a particular service, membership, treatment, consultation, class, event, product or promotion; and
• 1.4.5 any practitioner specific terms or consents which apply to services supplied by independent practitioners or third party providers.

All such documents form part of the contract between you and us as though set out in full here.

2. Who we are and the services covered by these Terms

2.1 Tramp Health operates a private members’ health, wellness and lifestyle club and provides related digital services through its Services.

2.2 Through our app and related systems, we may enable you to:

• 2.2.1 apply for, manage or renew membership;
• 2.2.2 book classes, appointments, treatments, consultations, assessments, experiences or other services;
• 2.2.3 access wellness content, education and club communications;
• 2.2.4 view your account history, booking history, credits, spend and messages;
• 2.2.5 use concierge functionality, including AI-enabled concierge features where available; and
• 2.2.6 purchase products, food, beverages, merchandise or other offerings where available.

2.3 Some services made available through Tramp Health are supplied by us directly, including membership, access to our club facilities, classes, hospitality, events, digital content and administrative booking services.

2.4 Some services made available through Tramp Health are supplied by independent practitioners, consultants, therapists, coaches, clinicians or third party providers. Where that is the case, the relevant provider is responsible for the advice, treatment, consultation, service or other professional input they provide to you.

2.5 Unless we expressly state otherwise at the point of booking, Tramp Health acts as an intermediary platform in relation to those independent practitioner or third party services. This means that:

• 2.5.1 we provide the platform through which you can find, book and manage appointments, communicate with practitioners and make payments for those services;
• 2.5.2 the relevant practitioner or provider is solely responsible for the professional services they provide, including any treatment, advice, diagnosis, recommendations, consents and clinical or therapeutic decisions;
• 2.5.3 you may be required to accept additional terms, waivers, policies or consent forms from the relevant practitioner or provider;
• 2.5.4 unless expressly stated otherwise, your contract for those services is with the relevant practitioner or provider and not with Tramp Health; and
• 2.5.5 where we collect payment for services provided by a practitioner, we do so on their behalf.

2.6 Nothing in our app, website, concierge features, wellness content, wearable data displays or communications is intended to constitute medical advice, diagnosis, treatment or clinical decision support. The app and related services are intended for wellness, lifestyle, hospitality, booking and informational purposes only. While the Services may provide a secure display for your clinical records or blood test results, this is a hosting and display service only. The presentation of this data (including any Tramp Health branding or styling applied) does not constitute a clinical interpretation or medical validation by us. You should always consult with your doctor or the relevant practitioner to interpret these results. You must not rely on any such information as a substitute for professional medical advice, diagnosis or treatment. The Services do not operate as a clinical records system and are not intended to store or manage comprehensive medical records.

2.7 The Services are not an emergency service. If you believe you require urgent or emergency medical assistance, you should contact the appropriate emergency services or your healthcare professional immediately.

3. Information we give you

3.1 We are required by law to give you certain key information before a legally binding contract is formed between you and us.

3.2 That key information will be made available to you in the booking or checkout process, on the relevant service page, in your confirmation email or on request using the contact details above.

3.3 The key information we give you by law forms part of the contract between you and us as though set out in full here.

3.4 If we have to change key information after a contract has been formed, we can only do so where the law permits or where you agree.

4. Your privacy and personal information

4.1 Your privacy and personal information are important to us. Any personal information that you provide to us or that we collect in connection with your use of the Services, your membership, your bookings or your use of our services, will be dealt with in line with our Privacy Policy at tramphealth.co.uk/privacy.

4.2 Our Privacy Policy explains what information we collect, how and why we use it, who we share it with, how long we keep it and your rights.

4.3 Where services involve health, wellness, wearable or special category data, additional privacy notices or consents may apply.

4.4 If you exercise your ‘right to be forgotten’ or request deletion of your data, you acknowledge that this action is permanent and unrecoverable across our systems, including identity providers and payment processors. This will result in the immediate termination of your membership and loss of all historical data.

5. Eligibility, account registration and membership

5.1 Membership is generally available only to individuals aged 25 or over, although younger individuals may be accepted at our discretion.

5.2 You must ensure that all information you provide to us is accurate, complete and kept up to date, including your contact details and payment details.

5.3 A photograph of each member is required at the time of joining or before first entry. Entry may be refused until a valid member photograph has been registered.

5.4 Membership is personal to you, is non-transferable and may not be shared, assigned or resold.

5.5 We reserve the right to accept or reject any membership application at our discretion.

5.6 Your membership and access rights may be suspended or terminated if:

• 5.6.1 payment is overdue or fails;
• 5.6.2 you breach these Terms or our club rules;
• 5.6.3 your conduct is abusive, unsafe, inappropriate or unlawful; or
• 5.6.4 we reasonably consider your use of the club, app or services creates risk to other members, guests, staff, practitioners or the business.

6. How a contract is formed

6.1 A legally binding contract between you and us is formed in different ways depending on what you are purchasing or booking.

6.2 For membership applications, a contract is formed when we confirm acceptance of your application by email or by activating your membership.

6.3 For bookings for classes, appointments, treatments, consultations, events or other services, a contract is formed when we send you a booking confirmation or otherwise confirm the booking in the app.

6.4 For purchases of products, retail, food or beverages through the app, a contract is formed when we accept your order and confirm it to you.

6.5 An acknowledgement of receipt of your request, application, order or booking does not itself mean it has been accepted.

6.6 We may decline a request, order, purchase or booking where, for example:

• 6.6.1 the relevant service or slot is unavailable;
• 6.6.2 the relevant practitioner or provider is unavailable;
• 6.6.3 we cannot verify your eligibility or identity;
• 6.6.4 we cannot authorise payment;
• 6.6.5 we are not permitted to supply the requested service to you;
• 6.6.6 there is an error in the price or description; or
• 6.6.7 we reasonably consider the booking or use inappropriate, unsafe or in breach of these Terms.

6.7 Where applicable, joining fees and initial membership fees will be charged upon acceptance of your membership application.

7. Membership terms

7.1 Monthly memberships run from the first day of each calendar month and are payable by direct debit unless we agree another payment method in writing.

7.2 We may also offer prepaid annual memberships or other membership structures. The applicable price, duration, benefits and payment terms will be shown at the time of purchase.

7.3 Unless otherwise expressly stated, membership is subject to a minimum commitment period of 12 months from the start date.

7.4 After the expiry of the 14 day cooling off period (referred to in clause 13), membership fees are non-refundable during the minimum commitment period, except where required by law.

7.5 Following the end of the minimum commitment period, membership will continue on a rolling monthly basis unless cancelled. You must give at least 30 days’ written notice to cancel.

7.6 We may review and amend membership fees from time to time, typically on an annual basis. We will give you at least one calendar month’s prior notice of any increase in membership fees, which will take effect from your next billing date following that notice period.

7.7 You are responsible for ensuring that your direct debit or other recurring payment instruction remains active and valid at all times.

7.8 We may, at our discretion, permit membership freezes or pauses subject to our then current policy.

• 7.8.1 You may not freeze your membership during your first full calendar month of membership.
• 7.8.2 During any freeze period, access to the club and services (including use of guest passes) will be suspended.
• 7.8.3 Any eligibility criteria, notice requirements, minimum active periods or charges will be communicated to you at the time of the request.

7.9 Any request to cancel or amend a membership must be made in writing, which includes cancellation via the app where available. We do not accept verbal cancellation instructions.

7.10 You must ensure that your payment arrangements remain active and up to date when submitting a cancellation request. We may not be able to process cancellation requests where payment arrangements have lapsed or cannot be verified.

7.11 Any notices relating to membership (including fee changes) may be provided by email or other contact details you have supplied.

7.12 We may vary the benefits, features or inclusions of any membership category, including classes, facilities, services and access arrangements, from time to time, provided that such changes do not materially reduce the overall nature of the membership and comply with applicable law.

8. Bookings, appointments, classes and attendance

8.1 You are responsible for checking all booking details carefully before confirming any booking.

8.2 Please arrive in good time for appointments and studio classes. We may refuse entry to a class, appointment or session where you arrive late and it would be unsafe, disruptive or impractical to admit you.

8.3 We may cancel, reschedule or amend classes, programmes, facilities or availability at any time, including during public holidays or special events, where reasonably necessary, including because of staff changes, practitioner or third party availability, maintenance, events, safety concerns, illness or operational requirements.

8.4 Where a booking is for an appointment in the medical centre, personal training or spa, at least 24 hours’ notice is required for cancellation unless different terms are stated at the point of booking.

8.5 If you fail to attend, arrive too late, or cancel without the required notice, we may charge the applicable fee, treat the session as used, deduct credits or decline to refund the booking, to the extent permitted by law and as stated in the applicable booking terms.

8.6 Some services may require you to complete pre-screening information, consent forms, health declarations or practitioner documentation before the booking can proceed.

8.7 We may refuse to permit you to participate in any class, treatment, session or use of facilities if we reasonably believe that participation may be unsafe, inappropriate, contrary to applicable rules or outside the intended scope of the relevant service.

8.8 Where services are purchased as part of a package or bundle, any unused sessions may expire in accordance with the terms notified at the time of purchase.

8.9 Access to classes, appointments, practitioners, facilities or services is subject to availability and is not guaranteed. Membership does not confer priority access unless expressly stated.

9. Independent practitioners and third party services

9.1 Where a service is supplied by an independent practitioner or third party provider, the relevant provider is solely responsible for:

• 9.1.1 the advice, treatment, consultation, service or recommendations given to you;
• 9.1.2 their professional judgement;
• 9.1.3 their compliance with professional, legal and regulatory obligations;
• 9.1.4 obtaining any consents required from you; and
• 9.1.5 the quality, appropriateness and delivery of their service.

9.2 To the fullest extent permitted by law, Tramp Health is not responsible for any clinical, therapeutic, medical, nutritional, diagnostic, treatment or other professional advice or services supplied by an independent practitioner or third party provider.

9.3 Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited.

9.4 Where a booking is fulfilled by an independent practitioner or third party provider, additional terms may apply between you and that provider and you are responsible for reviewing and accepting them where required.

9.5 If you have a complaint relating specifically to the professional advice, conduct, treatment or services of an independent practitioner or third party provider, we may direct that complaint to the relevant provider, although we may also assist in administering the complaint process.

10. AI concierge, wellness insights and wearable data

10.1 We may make available concierge tools, AI-assisted features, messaging tools, content recommendations, wearable integrations and wellness insights through the Services.

10.2 These features are provided for convenience, general information, booking support, service navigation and wellness purposes only.

10.3 Any AI-generated, automated or data driven output may be incomplete, inaccurate, unavailable, unsuitable or not tailored to your circumstances.

10.4 Any recommendations based on sleep, readiness, HRV, activity or similar wellness metrics are not medical advice and must not be relied on as a diagnosis, treatment recommendation or substitute for consultation with an appropriately qualified healthcare professional.

10.5 You are responsible for how you use any output, recommendation, summary or insight generated through the Services.

10.6 We do not guarantee that any wearable integration, device synchronisation, third party API connection or data feed will be continuously available, accurate, compatible or uninterrupted.

10.7 Where you use the AI Concierge to execute actions (such as making or cancelling bookings or placing retail orders), you acknowledge that such actions are initiated based on your instructions. You are responsible for reviewing and verifying all actions, bookings, and orders initiated through the AI interface. We are not liable for errors, inaccuracies or unintended actions taken by the AI where those actions were prompted or authorised by your interaction.

11. Club rules and use of facilities

11.1 Your use of the club, facilities and services is subject to our club rules and any instructions given by our staff from time to time.

11.2 You and any guest you bring must comply with all health and safety requirements, club etiquette rules and operational instructions.

11.3 You are responsible for ensuring that you and any guest you introduce, are capable of participating in any activity or using any facility.

11.4 Use of fitness areas, treatment areas, wet areas, classes and other facilities is at your own risk and in accordance with any medical advice you have obtained.

11.5 Only authorised staff or nominated third parties may provide personal training services within the club.

11.6 Photography and filming within the club are subject to our rules. You must not use professional photography or videography equipment without our prior written consent and you must not capture images or recordings of other members, guests or staff without their consent. Photography and filming are strictly prohibited in changing rooms, treatment areas and wet areas. We may require you to stop recording or to delete any content that breaches these Terms.

11.7 We may refuse entry or require you or your guest to leave the premises at our discretion where reasonably necessary for safety, security, compliance, comfort, hygiene or operational reasons.

11.8 You must wear appropriate attire at all times within the club, including clean and suitable footwear in fitness areas. Specific requirements may apply to certain classes or areas (for example, grip socks in Pilates classes), and you must comply with any such requirements.

11.9 You must comply with all hygiene requirements notified to you, including showering before using wet areas where requested.

11.10 Pets or animals are not permitted within the club, except where required by law.

11.11 Only food and beverages purchased or approved by us may be consumed within the club, unless we agree otherwise.

11.12 You must not bring alcohol, illegal substances or prohibited items into the club. We may refuse entry, require you to leave or terminate your membership where we reasonably believe you are under the influence or in breach of this clause.

11.13 Tramp Health property (including towels, robes, toiletries or equipment) is provided for use within the club only and must not be removed. We may charge you for any items not returned and may suspend or terminate your membership for misuse.

11.14 You must leave equipment and workout areas clean, tidy and in a reasonable condition after use.

12. Guest access and passes

12.1 Guest entry to Tramp Health is a privilege and not a right. Guests are only permitted to enter or use the facilities if:

• 12.1.1 they are accompanied by a member with a valid, active membership;
• 12.1.2 the member has an available guest pass within their allocated allowance or has purchased a valid additional guest pass; and
• 12.1.3 the guest has successfully registered in accordance with clause 12.7.

12.2 Members are typically allocated a set number of guest passes as specified in their membership package.

12.3 Once a member’s allocation is exhausted, additional guest passes may be available for purchase through the app or at reception, subject to our review and approval.

12.4 One guest visit constitutes one entry to Tramp Health and will result in the immediate deduction of one guest pass from the member’s account.

12.5 Guest passes are personal to the member and cannot be sold, assigned, or transferred.

12.6 We reserve the right to limit the number of guests a member may bring at any one time and to restrict guest entry during seasonal, peak or at other times for operational reasons.

12.7 On arrival at Tramp Health and before entry is permitted:

• 12.7.1 every guest must register at the welcome desk;
• 12.7.2 every guest must present valid government issued photographic identification; and
• 12.7.3 we must be satisfied that the guest is at least 18 years of age.

12.8 Members must accompany their guests for the entire duration of the visit and must not leave the guest unattended in the club.

12.9 Members are responsible for their guests’ conduct and must ensure they adhere to all health club rules.

12.10 Any breach of these Terms or the club rules by a guest will be treated as a breach by the member and may result in the suspension or termination of the member’s own membership and guest privileges.

12.11 We reserve the right to refuse admission to any guest or to require any guest to leave the premises where reasonably necessary for safety, security, operational or conduct reasons. Where entry is refused by us, the guest pass will not be deducted from the member’s account.

13. Your right to cancel (Cooling-off period)

13.1 Where you enter into this contract with us as a consumer (via our app or website), you have a legal right to cancel your membership or certain service contracts within 14 days from the date the contract is made without giving any reason.

13.2 This cancellation right may apply differently depending on the nature of the service purchased, including whether:

• 13.2.1 the service has already been fully performed;
• 13.2.2 you requested performance to begin during the 14 day cancellation period;
• 13.2.3 the contract is for dated leisure services or scheduled activities, in which case the statutory cancellation right may not apply; or
• 13.2.4 the booking concerns goods or services subject to separate statutory rules.

13.3 The cancellation period will expire after 14 days from the day the contract is concluded (e.g. the date your membership is activated or your booking is confirmed).

13.4 Where you request that we begin supplying services during the 14 day cancellation period, you acknowledge and agree that:

• 13.4.1 if a service is fully performed within the 14 day cancellation period (for example, a class, personal training session, consultation or treatment), you will lose your right to cancel that service once it has been fully performed, even if the cancellation period has not yet expired; and
• 13.4.2 if you cancel the contract after we have begun supplying services but before they have been fully performed, you must pay us an amount which is proportionate to the services supplied up to the time you inform us of your decision to cancel, compared with the full contract price.

13.5 To exercise the right to cancel, you must notify us by a clear statement before the cancellation period has expired. You can do this quickly through the Membership Settings section of the App. Alternatively, you may notify us in writing using the contact details set out at the start of these Terms or by using the model cancellation form set out in the Schedule, but this is not obligatory.

14. Effects of cancellation during the cooling-off period

14.1 If you cancel this contract within the 14 day cooling-off period, we will reimburse to you all payments received from you, subject to the deductions set out in clause 14.2 below.

14.2 Where you requested us to start providing services during the cancellation period (see clause 13.4), you must pay us an amount which is in proportion to the services provided up until the time you communicated your cancellation to us. This includes:

• 14.2.1 a pro-rata amount of the membership fee based on the number of days the membership was active;
• 14.2.2 the full cost of any individual sessions, treatments or classes already attended or utilised;
• 14.2.3 any joining or administration fees, to the extent they represent costs already incurred by us in activating your membership.

14.3 We will make the reimbursement without undue delay and not later than 14 days after the day on which we are informed about your decision to cancel.

14.4 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

14.5 For cancellations made after the 14 day cooling-off period has expired, no refunds will be provided, and the standard membership commitment terms (as set out in clause 7) and booking cancellation terms (as set out in clause 8) will apply.

15. Member cancellations, no-shows and refunds

15.1 Unless a statutory cancellation right applies, your ability to cancel a membership, booking, appointment, class, event, treatment or purchase and to receive any refund, will depend on the type of service, the notice given and any service specific terms disclosed at the time of booking.

15.2 Membership fees are non-refundable except:

• 15.2.1 during any applicable statutory cooling-off period;
• 15.2.2 where required by law; or
• 15.2.3 where we expressly agree otherwise.

15.3 Bookings for appointments in the medical centre, personal training and spa require at least 24 hours’ notice for cancellation unless different terms are displayed at booking.

15.4 Classes, events, hospitality bookings, concierge purchases, guest passes, retail items, food and beverage orders and other services may be subject to separate cancellation and refund rules which will be displayed at the time of booking or purchase.

15.5 Where you authorise us to hold or use a payment method on file, you authorise us to charge that payment method for:

• 15.5.1 membership fees;
• 15.5.2 booking fees;
• 15.5.3 late cancellation or no show charges where properly disclosed;
• 15.5.4 food, beverage, retail or merchandise purchases you authorise;
• 15.5.5 guest charges you incur;
• 15.5.6 other sums properly due under these Terms;
• 15.5.7 guest pass purchases and any charges incurred by your guests; and
• 15.5.8 in-club purchases made using point of sale systems linked to your account.

15.6 You acknowledge that recurring membership subscriptions are processed via GoCardless (direct debit), while one off bookings, concierge orders, and card-on-file retail purchases are processed via Stripe. Each provider is subject to its own terms and conditions which you agree to comply with.

16. Payment

16.1 The prices for our memberships and services will be as displayed in the app, on the website, at the club or otherwise communicated to you at the time of booking or purchase.

16.2 All prices are in pounds sterling and include VAT where applicable unless stated otherwise.

16.3 We may accept payment by direct debit, debit card, credit card, Stripe, GoCardless, or other payment methods we make available from time to time.

16.4 All payments are subject to authorisation and verification. If payment is not authorised or fails, we may refuse, cancel or suspend the relevant service, booking or membership.

16.5 Where payment is collected on a recurring basis, you authorise us and our payment service providers to collect recurring charges in accordance with the membership or service plan you selected.

16.6 We may use third party payment processors. We do not store full payment card details unless expressly stated and lawfully permitted; payment details may instead be tokenised or otherwise processed by our authorised payment partners.

16.7 You must reimburse us for any chargeback, reversal, failed collection fee or administrative cost reasonably incurred as a result of wrongful payment reversal or failure, except where caused by our error.

17. Retail, café and concierge purchasing

17.1 Where available, you may use the app or concierge service to place orders for food, beverages, products, merchandise or other offerings.

17.2 You are responsible for checking your order before confirming it, including ingredients, allergens, delivery or collection details and any pricing information.

17.3 Availability of items may change in real time. We may need to substitute, cancel or amend items where reasonably necessary.

17.4 Where the concierge places an order or booking at your request, you authorise us to act on your instruction for that limited purpose.

17.5 Where you request home delivery of products or home visits from club staff or practitioners:

• 17.5.1 you are responsible for providing a safe and suitable environment for the service to be performed;
• 17.5.2 we reserve the right to refuse a home visit at any time for safety or operational reasons; and
• 17.5.3 standard cancellation and no show fees apply to home visit bookings.

18. Lockers, personal belongings and security

18.1 Any locker provided, whether for temporary, daily, overnight or extended use, is subject to our locker terms, policies and any rental agreement communicated to you.

18.2 Lockers are provided for personal use only. You must not share, assign or use a locker for any commercial purpose.

18.3 All personal belongings are left at your own risk. To the fullest extent permitted by law, we are not responsible for any loss, theft or damage to your belongings unless caused by our negligence or where liability cannot lawfully be excluded.

18.4 You should not store cash, jewellery, important documents or other high value items in lockers.

18.5 You are responsible for ensuring that your locker is securely closed and locked at all times. We are not liable for any loss or damage arising from a locker being left unsecured.

18.6 Lockers may only be used for the agreed period. You must remove all items promptly at the end of the permitted use or rental period.

18.7 You must not store any illegal, hazardous, flammable, perishable or otherwise inappropriate items in any locker.

18.8 We may access, open or clear a locker where reasonably necessary, including for:

• 18.8.1 safety, security or emergency reasons;
• 18.8.2 maintenance or operational purposes;
• 18.8.3 suspected breach of these Terms or our policies;
• 18.8.4 non-payment of locker rental fees; or
• 18.8.5 where contents appear to be abandoned.

18.9 Where we access or clear a locker, we will use reasonable endeavours to notify you where it is practicable to do so.

18.10 Where a locker is cleared due to non-payment, expiry of use or suspected abandonment, we may remove and store, donate or dispose of the contents at our discretion, subject to applicable law.

18.11 You are responsible for any damage caused to lockers or related facilities beyond fair wear and tear and we may charge you for repair or replacement costs where appropriate.

19. CCTV, monitoring and security

19.1 For the safety and security of members, guests, staff and the club, CCTV operates in parts of the club premises and audio recording may operate in some concierge areas.

19.2 CCTV does not operate in male or female changing rooms or treatment rooms.

19.3 Use of CCTV and related monitoring systems is subject to our Privacy Policy at tramphealth.co.uk/privacy and any applicable CCTV notice.

20. Our right to suspend or end the contract

20.1 We may suspend or terminate your membership, account, booking rights or access to services immediately where:

• 20.1.1 you materially breach these Terms or any applicable rules;
• 20.1.2 you fail to pay sums due;
• 20.1.3 you misuse the app, club, services or concierge functionality;
• 20.1.4 your conduct endangers or risks the health, safety, comfort or security of others; or
• 20.1.5 we are required to do so for legal, regulatory, operational or security reasons.

20.2 If we suspend or terminate for your breach, we may cancel future bookings and retain or recover sums properly due, subject to your statutory rights.

20.3 Where we terminate your membership due to your breach of these Terms or misconduct, no refund will be provided for any unused membership period, except where required by law.

21. Faulty services and your statutory rights

21.1 We are under a legal duty to supply services that conform to this contract.

21.2 Nothing in these Terms affects your statutory rights.

21.3 If you believe a service supplied by us is faulty or not carried out with reasonable care and skill, please contact us using the details above.

21.4 If your complaint relates to a service supplied by an independent practitioner or third party provider, we may assist in passing on the complaint, but the relevant provider will usually be responsible for resolving issues relating to their professional service.

22. Limitation of our liability

22.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury caused by our negligence) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for:

• 22.1.1 losses that were not foreseeable to you and us when the contract was formed (loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract);
• 22.1.2 losses that were not caused by any breach on our part;
• 22.1.3 business losses or losses to non-consumers;
• 22.1.4 losses arising from your failure to follow our reasonable instructions, club rules, the terms of a relevant provider or advice given by a practitioner; or
• 22.1.5 losses arising from services, advice, treatment, medical or professional input supplied by an independent practitioner or third party provider, except to the extent caused specifically by our own negligence in the supply of our booking or facilitation services.

22.2 We do not warrant that the app, concierge functionality, wearable integrations, messaging systems, booking tools or other digital services will always be available, uninterrupted, secure or error-free and we are not responsible for any failure or delay in bookings or services arising from such interruptions.

22.3 You remain responsible for making your own decisions about your health, wellbeing and activity levels, and for obtaining appropriate medical advice where needed.

23. Changes to services and these Terms

23.1 We may make reasonable changes to our services, including opening hours, facilities, availability, rules, app features, service providers, classes, schedules and these Terms:

• 23.1.1 to reflect changes in law or regulation;
• 23.1.2 to reflect changes in our business, operations, technology or service model;
• 23.1.3 for safety, security or quality reasons; or
• 23.1.4 to improve or update our services.

This may include temporary closure of all or part of the club without prior notice where reasonably necessary for maintenance, events, safety or operational reasons.

23.2 Where a change materially and adversely affects you, we will give you such notice as is reasonable in the circumstances and required by law.

24. Third party rights

24.1 No one other than a party to this contract has any right to enforce any term of this contract.

25. Complaints and disputes

25.1 We will try to resolve complaints promptly and fairly. If you are unhappy with any service we have provided or any other matter, please contact us as soon as possible using the contact details above.

25.2 Our complaints policy is available at tramphealth.co.uk/complaints.

25.3 If a complaint relates to an independent practitioner or third party provider, we may direct the complaint to that provider and/or coordinate with them as appropriate.

25.4 If a dispute cannot be resolved internally, you may be entitled to use alternative dispute resolution where applicable.

25.5 You agree that we may provide notices, appointment reminders and club communications to you via the app, push notifications, email and WhatsApp (where you have provided a mobile number). Communications sent via these channels are deemed to be ‘in writing’.

26. Governing law and jurisdiction

26.1 The laws of England and Wales apply to these Terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.

26.2 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.

26.3 Nothing in these Terms affects any mandatory rights you may have under applicable consumer law.

Contact

T HEALTH (MAYFAIR) LIMITED trading as Tramp Health
36 Jermyn Street, London, England, SW1Y 6DN
Company number: 16466842
Email: membership@tramphealth.co.uk
Telephone: +44 7402 365879