TERMS & CONDITIONS

SymmetryHL – Oleksandr Kravchenko
12 Priory Office Park, Stillorgan Road, Blackrock, Dublin, Ireland

Phone: +353 85 201 3245
Email: symmetry.ie@gmail.com

Last updated: 18 February 2026

1. Scope

These Terms & Conditions apply to all services provided by SymmetryHL (“we”, “our clinic”) and to all clients (“you”), including bookings made via the website, Treatwell, phone, email, and messaging apps (WhatsApp/Telegram/Facebook/Instagram).

By booking an appointment or attending a session, you confirm that you accept these Terms.

2. Services

SymmetryHL provides rehabilitation and massage therapy services. Services are delivered in a professional clinical environment by qualified practitioners.

3. Booking and Appointment Confirmation

You can book via:

Treatwell (including the embedded booking widget/calendar on the website),
the website contact form,
phone, email, or direct messages (WhatsApp/Telegram/Facebook/Instagram).

Booking confirmation:

If you book yourself through Treatwell, your appointment is confirmed automatically.
If a SymmetryHL staff member (administrator/therapist) creates the booking in Treatwell on your request, the appointment is considered confirmed once it is entered into Treatwell and/or once you are notified of the appointment time.

4. Prices and Payment

Prices are published on Treatwell and/or on the website and may also be confirmed in a message at the time of booking.

We accept:

card payments via terminal,
cash,
electronic payments/bank transfers (Bank of Ireland),
deposits/online payments via the booking platform (if such an option is available in Treatwell).

When payment is due:

By default, you may pay on site after the session.
If you prefer, you may pay a deposit or pay in full in advance.
In certain cases, SymmetryHL may request a deposit in advance (for example, to confirm a booking or in cases of repeated late cancellations/no-shows).

Mandatory deposit for future bookings:

If you did not pay a deposit and you:

did not attend your appointment (No-Show), or
did not cancel/reschedule in time (late cancellation),

then a deposit becomes mandatory for future bookings (see Section 5).

5. Cancellation, Rescheduling and No-Show Policy

This policy reflects SymmetryHL’s actual operating procedures.

Why late cancellation / no-show fees apply:

When you book, we reserve a fixed time slot for a practitioner. If you cancel early enough, that time can still be offered to other clients. If you cancel less than 2 hours before the session (or do not attend), in most cases the slot cannot be filled and the practitioner’s time is lost. For this reason, a fee of 100% of the treatment price applies as compensation for the reserved time.

5.1 Free cancellation / rescheduling

You may cancel or reschedule free of charge no later than 2 hours before the scheduled start time.

Requests made less than 2 hours before the start time are treated as a late cancellation.

5.2 Late cancellation

If you cancel or reschedule within 2 hours of the session start time, a fee of 100% of the price of the booked treatment will be charged.

This amount is compensation for the practitioner’s reserved time and is non-refundable.

5.3 No-Show

A No-Show occurs when a client:

does not attend without notice,
does not respond to messages/calls,
arrives more than 15 minutes late without prior contact.

In these cases, 100% of the price of the booked treatment is charged, as the practitioner’s time is considered lost.

5.4 Applying charges

Where applicable, payment for late cancellation/no-show fees is processed:

via the booking platform (e.g., Treatwell) in accordance with the platform’s payment authorisation rules.

If no deposit was paid, the client’s account may be marked as requiring a mandatory deposit for future bookings.

5.5 Exceptional circumstances

SymmetryHL may, at its discretion, waive the fee in exceptional circumstances (sudden illness, force majeure).

However:

exceptions are not provided in cases of repeated incidents,
repeated late cancellations or no-shows will result in strict application of the 100% fee policy and mandatory deposits for future bookings.

5.6 Cancellation/rescheduling by SymmetryHL

If SymmetryHL needs to cancel or reschedule an appointment on our side, you will be offered a reschedule to another time or a full refund of any deposit (if a deposit was paid) — at your choice.

6. Late Arrivals

If you arrive late, the session may be shortened to avoid delaying the next clients. In such cases, the full price still applies.

Arriving more than 15 minutes late without prior contact may be treated as a No-Show (see Section 5.3).

7. Packages, Memberships and Gift Vouchers

7.1 Validity period

Packages (memberships) are valid for 12 months from the date of purchase.
Gift vouchers are valid for 12 months from the date of purchase.

After 12 months, any unused treatments are forfeited. Extensions are not guaranteed and are considered on a case-by-case basis.

7.2 Package refunds

If a package was not used within 12 months, no refund is provided.
If a client wishes to refund a package before it expires:
- all used sessions are recalculated at the full standard price (without the package discount),
- only the remaining balance after recalculation is refunded.
Refund decisions are made individually by SymmetryHL administration.

7.3 Transfer to another person

Packages and vouchers are not transferable to third parties, except in cases approved in writing by SymmetryHL administration.

7.4 Gift vouchers

Vouchers cannot be exchanged for cash.
No monetary compensation is provided for vouchers.
A voucher may only be used to pay for SymmetryHL services within its validity period.

8. Refunds

8.1 Refund after a service has been provided

No refunds are provided after a service has been delivered. Payment for a completed treatment is final.

8.2 Exceptional cases

A refund is only possible in exceptional cases at the discretion of SymmetryHL administration. Any decision is made on an individual basis and does not create an obligation for future similar cases.

8.3 Deposits and timely cancellation

If a deposit was paid and the appointment is cancelled within the permitted cancellation window (no later than 2 hours before the start time), we will:

issue a full refund, or
reschedule the appointment at no additional cost — at your choice.

9. Medical Information, Contraindications and Consent to Treatment

You must disclose relevant medical information and contraindications before treatment begins.

If a client:

discloses a contraindication,
understands the risks,
and insists on proceeding,

we require a written waiver / Liability Waiver before the treatment.

Without signed consent, treatment will not be provided.
SymmetryHL reserves the right to refuse treatment if it is considered unsafe.

10. Not Emergency Medical Care

Our services are not emergency medical care.

If we identify “red flags” (severe neurological symptoms, acute injury, suspected serious pathology), we will refer the client to:

a GP (General Practitioner),
an Emergency Department,
an appropriate medical specialist.

11. Minors

Clients under 18:

must be accompanied by a parent/legal guardian,
and must provide signed parental consent.

12. Conduct and Safety

We maintain a professional clinical environment.

We reserve the right to refuse treatment or end a session if a client:

behaves inappropriately,
is under the influence of alcohol/drugs,
displays aggression or disrespect.

In such cases, full payment remains due.

13. Personal Belongings

SymmetryHL is not responsible for loss of or damage to personal belongings brought onto the premises.

14. Photo/Video and Marketing

Client photos/videos are taken and used only with written consent.

Client reviews may be used for marketing purposes without disclosing sensitive personal data.

15. Insurance Documents

We provide official receipts and invoices that you may use to submit a claim to your insurance company.

We do not complete additional insurance forms, questionnaires, or specialised documents.

You submit the provided receipt/invoice to your insurance company yourself.

SymmetryHL works only with insurance companies that recognise the qualifications and accreditation of our therapists.

Reimbursement is subject to the client’s insurer rules. SymmetryHL is not responsible for an insurance company’s decision to approve or decline reimbursement.

16. Limitation of Liability

Nothing in these Terms limits your statutory rights as a consumer or excludes liability that cannot be excluded under applicable law.

When professional standards are met, SymmetryHL is not liable (to the extent permitted by applicable law) for:

undisclosed/unreported medical conditions and contraindications,
incomplete or inaccurate medical information provided by the client,
failure to follow aftercare recommendations,
pre-existing conditions,
deterioration caused by the client’s actions outside of our control.

You confirm that you receive treatment based on informed consent and that you must disclose any significant symptoms, diagnoses, medications, and changes in your condition before and during the session.

17. Privacy and Data

Personal data is processed in accordance with our Privacy Policy, published on our website.

18. Changes to These Terms

We may update these Terms. The current version is published on the website and takes effect from the “Last updated” date.

19. Governing Law

These Terms are governed by the laws of Ireland.

Any disputes are first addressed by contacting SymmetryHL. If not resolved, disputes will be handled in accordance with Irish law.

20. Contact Details

For questions about these Terms, bookings, cancellations, packages, refunds, and medical information:

SymmetryHL – Oleksandr Kravchenko
12 Priory Office Park, Stillorgan Road, Blackrock, Dublin, Ireland
Phone: +353 85 201 3245
Email: symmetry.ie@gmail.com

You can also contact us via:

the website form,
messages on official social media accounts,
online chat/messages on the website (if used).