These terms apply to nutrition appointments provided by Holland & Barrett Retail Limited (“Holland & Barrett”, “we”, “us” or “our”). By booking and attending an appointment, you agree to these terms.

1. Eligibility

1.1. You must be aged 18 or over and resident in the UK to use the service.

1.2. Appointments are for your own personal use. The person making the booking must be the person attending the appointment.

1.3. The appointment relates to your own nutrition, health and wellbeing. Our nutritionists cannot assess, advise on or discuss the health or wellbeing of another person as part of your appointment.

2. Booking and availability

2.1. Appointments are subject to availability.

2.2. The service consists of an initial appointment with a nutritionist and, where appropriate, up to two follow-up appointments as part of the same course of support.

2.3. Follow-up appointments are subject to availability and must be booked in accordance with any applicable booking window, expiry period or other restrictions.

2.4. We may need to cancel, reschedule or end an appointment where reasonably necessary, including because of technical issues, staff availability or circumstances outside our reasonable control. Where possible, we will give you reasonable notice and offer an alternative appointment.

2.5. Missed appointments:

2.5.1. Please attend your appointment at the scheduled time. If you do not join your appointment within 5 minutes of the scheduled start time, we will treat the appointment as missed and the consultation will be closed.

2.5.2. If you miss an appointment, we will contact you by email and provide a link to book another appointment, subject to availability.

2.5.3. If you miss three consecutive appointments, we will not offer a further opportunity to reschedule and your access to the service will end.

3. The service

3.1. At your initial appointment, you will be allocated a nutritionist who will be your main point of contact throughout the service.

3.2. Your nutritionist will discuss your nutrition, health and wellbeing with you based on the information you provide and will provide nutrition and wellbeing advice appropriate to the service.

3.3. As part of the service, you will receive: 3.3.1. Guided support with diet, lifestyle and behaviour change.

3.3.2. Within 48hrs of your appointment, you’ll receive a written summary of what was discussed and the agreed plan.

3.3.3. Your nutritionist may provide product guidance and recommendations upon request.

3.3.4. Between consultations, you’ll have access to an ongoing chat channel with your nutritionist. Your nutritionist will provide a weblink that will be used to access the channel.

3.3.5. Your nutritionist may offer the option of a follow-up appointment, in which we’ll review progress and provide ongoing support via video call.

3.3.6. Video consultations are 15mins long.

3.3.7. Your nutritionist will aim to respond to asynchronous chat messages within 24 working hours. Nutritionists work Mon-Fri, 9am-5pm.

3.4. Following your initial appointment, you may have up to two further follow-up appointments with your nutritionist. The purpose of these appointments is to review progress, discuss any changes and, where appropriate, update the advice provided.

3.5. The service does not guarantee any particular health, nutrition or wellbeing outcome.

3.6. To help us provide appropriate guidance, you should provide information that is accurate and complete to the best of your knowledge.

3.7. Any guidance provided during the appointment is personal to you and is based on the information available to the nutritionist at the time of your appointment.

4. Your nutritionist and your case

4.1. The nutritionist allocated to you will ordinarily manage your case throughout the service and will have access to the information and records relating to your appointments.

4.2. Other members of the nutrition team will not routinely have access to your case. However, a nutritionist's team leader may access or review your information where reasonably necessary to provide supervision, support, quality assurance or assistance with your case.

4.3. If your allocated nutritionist becomes unavailable, we may need to allocate another appropriately qualified nutritionist to you. Where this happens, that nutritionist may be given access to the information necessary to continue providing the service to you. ,

5. This is not a medical or diagnostic service

5.1. The service is a nutrition and wellbeing service. It is not a medical or diagnostic service and is not intended to replace advice, diagnosis or treatment from a doctor or other appropriately qualified healthcare professional.

5.2. Our nutritionists will not diagnose medical conditions or provide medical treatment.

5.3. Any advice we provide will be based on the information you give us, including information about your health, lifestyle and any previously diagnosed conditions.

5.4. You should provide information that is accurate and complete to the best of your knowledge so that your nutritionist can provide appropriate advice.

5.5. You should not disregard, stop or change any medical treatment, prescribed medication or advice from a healthcare professional as a result of information provided during your appointment without first speaking to the relevant healthcare professional.

5.6. Where appropriate, our nutritionist may recommend that you speak to your GP, pharmacist or another healthcare professional before acting on particular guidance.

5.7. The service is not suitable for medical emergencies or urgent medical concerns. If you require urgent medical assistance, you should contact the appropriate NHS service or emergency services.

6. Products and recommendations

6.1. Where appropriate, your appointment may include information about foods, supplements or other products which may be relevant to your nutritional goals.

6.2. Any product recommendations will take account of the information you provide but do not constitute medical advice or a guarantee that a particular product will achieve a particular result.

6.3. You are not required to purchase any Holland & Barrett product as a result of attending an appointment.

7. Recording and your personal information

7.1. Your appointments will be recorded. Before using the service, we will ask you to consent to the recording of your appointments and the processing of health information you provide during them.

7.2. Information you provide may include information about your health. We will process your personal information in accordance with our Privacy Notice.

7.3. Your appointment recordings and related records may be used for the purposes of: 7.3.1. providing and administering the nutrition appointment service;

7.3.2. maintaining an appropriate record of the advice provided to you;

7.3.3. supporting your nutritionist in managing your case;

7.3.4. supervision and support by an appropriate team leader; and

7.3.5. training, monitoring and quality assurance.

7.4. Access to your appointment information and recordings will be limited to those who require access for the purposes described above.

7.5. Further information about how we use, retain and protect your personal information, including information about your data protection rights, is available in our Privacy Notice.

8. Conduct during appointments

8.1. We expect customers and our colleagues to treat each other respectfully.

8.2. We may end an appointment if you use abusive, offensive, discriminatory, threatening or otherwise inappropriate language or behaviour.

8.3. Where we reasonably believe that an incident should be reported to the police or another relevant authority, we may disclose relevant information, including a recording of the appointment, where we have a lawful basis to do so.

9. Our responsibility

9.1. Nothing in these terms excludes or limits any liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by our negligence or your statutory rights as a consumer.

9.2. The advice provided through the service depends upon the information available to your nutritionist. We will not be responsible for advice being inappropriate because relevant information was inaccurate, incomplete or was not disclosed to us, except to the extent responsibility cannot lawfully be excluded.

10. Changes to the service

10.1. We may refuse, suspend or end access to the service where reasonably necessary, including where:

10.1.1. you do not meet the eligibility requirements;

10.1.2. you misuse the service; 10.1.3. your behaviour towards our colleagues is inappropriate;

10.1.4. continuing to provide the service would not be appropriate for your needs; or

10.1.5. we reasonably consider that you should instead seek advice from an appropriate healthcare professional.

10.2. We may make reasonable changes to the service from time to time. Any material changes affecting an appointment you have already booked will be communicated to you where appropriate.

11. When the service may not be suitable

11.1.The Service is designed to provide general nutrition, wellbeing and behaviour change support. It is not intended to provide specialist clinical or dietic care.

11.2. There are some circumstances where we may be unable to provide nutrition advice through this service, including where you have:

11.2.1. A current or previous eating disorder;

11.2.2. Active cancer treatment;

11.2.3. Significant unexplained or unintentional weight loss or suspected malnutrition;

11.2.4. swallowing difficulties;

11.2.5. enteral or parenteral feeding;

11.2.6. advanced kidney disease or dialysis;

11.2.7. advanced liver disease;

11.2.8. Type 1 diabetes;

11.2.9. pregnancy complications requiring specialist dietary management;

11.2.10. recent or planned bariatric surgery;

11.2.11. a gastrointestinal condition requiring specialist dietetic management;

11.2.12. a medically prescribed therapeutic diet;

11.2.13. a serious food allergy requiring clinical management;

11.2.14. a recent major operation or serious acute illness; or

11.2.15. another condition where nutrition advice could conflict with medical treatment, medication or an existing clinical nutrition plan.

11.3. This list is not exhaustive.

11.4. Our nutritionists may pause or end an appointment, or decline to provide advice on a particular topic, where they reasonably believe that continuing could require them to act outside their scope of practice.

12. Governing law

12.1. These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you will also retain the benefit of any mandatory protections available to you under the laws applicable where you live.