The Spinal Answer

Terms & Conditions



All prices are subject to change but we will always inform you of any changes when you schedule your appointment.

Payment options

We accept cash, Visa and Mastercard and American Express debit and credit card, we do not offer accounts or credit. Patients are politely requested to settle their fees after each visit.

Cancellation fee

Should you need to cancel, we ask for a minimum of 24 hours notice to enable us to offer your appointment to someone else who may need it or is on our waiting list. Patients providing less than 24 hours notice or failure to turn up for a booked appointment will be charged the full appointment fee.

Re-examination fee

If you have not received chiropractic care from us within the last 18 months you will need a re-examination and registration update. This is similar to an initial consultation and you should allow 30 minutes for this appointment.


We are bound by the data protection act 1998. All your personal data, records and information is kept safe and is never shared with third parties without your specific signed consent.


Any x-rays requested by us remain the property of The Spinal Answer: Family Chiropractic as part of your medical records that must be kept intact for seven years. You may borrow your x-rays if requested by another practitioner but it must be requested in writing by another registered health care provider. You must return your x-rays as soon as possible to allow us to keep your records intact, this is the official stance of The General Chiropractic Council. You are welcome to bring any old x-rays to your initial consultation if you feel they may be helpful, however, these cannot be stored at The Spinal Answer: Family Chiropractic as they remain your property.

Internal compliant procedure

Our aim is to provide you with the best possible care. If for any reason you are unhappy with any aspect of your experience at The Spinal Answer: Family Chiropractic, please contact Dr Emily Mason directly or in writing. We aim to be as approachable as possible so please communicate with us freely and we will attempt to resolve any issues quickly. The General Chiropractic Council can be contacted if necessary on 0207 713 5155.

Refunds and returns policy

We do not offer refunds or returns on any of our supplements or skincare products.

Ordering Online

When you place an order on (“the Website”) you are subject to the conditions set out below. By submitting an order on the Website you (“the Customer”) agree and accept to be bound by these conditions. These conditions are in addition to your statutory rights as a consumer and shall govern the contract to the exclusion of any other terms or conditions.

Please be aware that until your order is accepted the company reserves the right to vary these conditions from time to time. Once the order has been accepted no variation to the conditions shall be binding unless agreed in writing between the customer and an authorised representative of the company. Any reference in the conditions to writing shall include facsimile and e-mail.


  • ‘Contract’ means contract for the sale and purchase of the Goods which is binding on both parties.
  • ‘Customer’s Credit Card’ means the credit or debit card of the Customer to be used as the method of payment for the Goods, which the Customer has provided details to the Company when placing the order.
  • ‘Conditions’ means these standard terms and conditions of sale set out in this document and includes any variations agreed in writing between the parties.
  • ‘Company’ means Spinal Answer Family Chiropractic.
  • ‘Customer’ means consumers as defined in the Unfair Contract Terms Act 1977.
  • ‘Despatch Date’ means the date the Company despatches the Goods.
  • ‘Delivery Date’ means the date the Goods are received by the Customer.
  • ‘Goods’ means the products available for selection and those selected by the Customer and listed in the shopping cart as those which the Company is to supply to the Customer under the Contract.
  • ‘Order’ means any order placed by the Customer for the supply of Goods by the Company.
  • ‘Order Form’ means the order form completed and submitted electronically to the Company’s website or any other written order form completed and submitted to the Company’s principal place of business.
  • ‘Total Price’ means the total of the Price of all Goods selected and deposited in your shopping cart.
  • ‘Price’ means the price of each of the Goods as set out next to the relevant Goods on the relevant page of this Website.
  • ‘Registered Office’ means the registered office of Spinal Answer Family Chiropractic whose address is 21 Filmer Road, Fulham, London, SW8 7BU.
  • ‘Website’ means the Company’s website known as
  • ‘Working Days’ means the hours between 0900 hours and 1900 hours (UK local time) Monday to Friday, excluding Saturdays, Sundays and public holidays.

1. Sale

1.1 The Customer shall place an Order for Goods by submitting a completed form on the Website. The Company shall confirm acceptance of the Customer’s Order via email and will supply the Goods to the Customer in accordance with the Customer’s form.

1.2 Subject to the Customer’s statutory rights (as defined under the Unfair Contract Terms Act 1977) the Company reserves the right to refuse to supply Orders.

1.3 The Company supplies the Goods to the Customer for the Customer’s own use and not for resale or any other commercial purpose and by submitting the Customer’s Order Form the Customer agrees:

1.3.1 it shall not either directly or indirectly export or resell the Goods or any product incorporating the Goods; and

1.3.2 it is a consumer as defined by the Unfair Contract Terms Act 1977.

2. Orders and Quotes

2.1 In submitting an Order Form for the Goods the Customer acknowledges that:

2.1.1 all information relating to the Goods and any material produced by the Company is supplied in good faith.

2.2 Any error in any quote, sales literature or other document or information issued by the Company or placed upon the Website may be corrected without any liability to the Company PROVIDED THAT if the Price of the Goods or a material difference in the specification of Goods is varied between the date of acceptance of the Order and the Delivery Date the Customer shall subject to their statutory rights have the option to cancel their Order and a refund of the Total Price plus the reasonable and applicable cost of post and handling will be made available by the Company to the Customer.

2.3 The Company reserves the right by giving notice to the Customer at any time before the Delivery Date to increase the Price of the Goods to reflect any change in delivery dates, quantities of the Goods which is requested by the Customer, or any delay caused by any instructions of the Customer or failure of the Customer to give the Company adequate information or instructions

3. Price and Delivery Charges

3.1 The Price of the Goods and Conditions governing this Contract shall be the Price and Conditions quoted on the Website on the date of acceptance of the Order by the Company.

3.2 All delivery costs are based on Royal Mail weight and package size.

3.3 The Price for the Goods is inclusive of any applicable value added tax, which the Customer shall be liable to pay to the Company.

4. Payment Terms

4.1 Payments shall be made by the Customer’s Credit Card on the date on which the Order is accepted by the Company.

4.2 All major Cards are accepted by the Company. The Company does not accept American Express or AMEX Cards.

4.3 Upon providing the Company with details of the Customer’s Credit Card and submitting the Order, the Customer represents, warrants and undertakes:

4.3.1 that the information contained within the Order is true and accurate and that he or she is duly authorised to use the Customer’s Credit Card and authorises the Company to deduct payment from the Customer’s Credit Card account as payment in full for the Price of the Goods and all other payments which may become due to the Company under the Contract including but not limited to delivery charges pursuant to clause 3.1 and 3.3 that it is acting as a Consumer for the purposes of the Unfair Contract Terms Act 1977 and is not purchasing as a business or on behalf of a third party for resale.

5. Despatch and Delivery

5.1 Every reasonable effort will be made by the Company to ensure the Goods ordered are despatched to the place set out in the Order Form within 2 Working Days of the acceptance of the Order Form by the Company, any dates quoted for delivery of the Goods are approximate only and the Company shall not be liable for any reasonable delay in delivery of the Goods however caused.

5.2 Delivery of the Goods shall be performed by a third party. The Company shall not be liable for late delivery unless the Company has acted negligently.

5.3 If the Customer does not take delivery of the Goods or fails to give the Company adequate delivery instructions then the Company may store the Goods until actual delivery and charge the Customer for its reasonable costs (including insurance) of storage and delivery. The Company shall not owe the Customer any duty of care under this clause and shall not be liable to the Customer for any loss, damage or deterioration of the Goods during storage.

5.4 Where delivery is otherwise than at the Customer’s premises, the Customer shall be liable for additional delivery and insurance charges.

6. Risk and Ownership

6.1 Risk of damage or loss of the Goods shall pass to the Customer on delivery or, if the Customer fails to take delivery of the Goods, the time when the Company or its agent has used its reasonable endeavours to deliver the Goods.

6.2 Subject to the provisions of clause 3 the Goods shall not pass to the Customer until the Company has received in cash or cleared funds payment in full of the Price of the Goods and all other Goods agreed to be sold by the Company to the Customer for which payment is then due.

7. Warranties, Liability and Indemnity

7.1 Subject to the conditions set out below the Company warrants that all Goods will correspond with the Order at the Despatch Date and will be free from defects on delivery.

7.2 If the Company is in breach of the warranty, the Customer shall advise the Company in writing immediately and in any case not later than 30 working days from the Delivery Date or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time from the date of discovery of the defect.

7.3 If delivery is not refused, and the Customer does not notify the Company accordingly, the Customer shall not be entitled to reject the Goods and at the Company’s reasonable discretion the Company shall have no liability for such defect or failure, and the Customer shall be bound to pay the Price as if the Goods had been delivered in accordance with the Contract.

7.4 On receiving a notice above, the Company will:

7.4.1 replace all or any part of the defective Goods; or

7.4.2 refund the price of those Goods which are defective.

7.5 The Goods are sold as food supplements and are not recommended as fit for any particular purpose.

7.6 In circumstances where Goods are sold to a Customer not dealing as a consumer (within the meaning of the Unfair Contract Terms Act 1977) all warranties, conditions, terms and liabilities express or implied by statute or common law are excluded to the fullest extent permitted by law and the Company shall not be liable to the Customer or any third party for any loss of any kind whatsoever which arises out of the breach of implied warranties or conditions or breach of any other duty of any kind imposed on the Company by operation of law.

7.7 The Company shall not be liable for any claims by the Customer or a third party for any of the following losses which may arise by reason of any breach of the Contract or reliance on information contained on this Website or any implied warranty, condition or other term, any representation (unless fraudulent) or any duty of any kind imposed on the Company:

7.7.1 any loss of anticipated profits or expected future business;

7.7.2 damage to reputation or goodwill;

7.7.3 any damages, costs or expenses payable by the Customer to any third party;

7.7.4 loss of any order or contract; or

7.7.5 any consequential loss of any kind.

8. Export Terms

8.1 In these Conditions ‘Incoterms’ means the International rules for the interpretation of trade terms of the International Chambers of Commerce in force on the date when the Contract is made. Unless the context otherwise requires, any expression which is defined in Incoterms shall have the same meaning in these Conditions, but if there is any conflict between Incoterms and these Conditions, these Conditions shall prevail.

8.2 The Customer shall be responsible for complying with any legislation or regulation governing the importation of the Goods into the country of destination and for the payment of any applicable duties.

8.3 The Goods shall be delivered DDU and the Company shall be under no obligation to give notice to the customer to insure the Goods during sea transit under Section 32(3) of the Sale of Goods Act 1979.

9. Termination

9.1 The Company may terminate this Contract or any other contract between the parties and may cancel or suspend future deliveries (under this Contract or any other contract) if the Customer:

9.1.1 fails to make payment of the Total Price plus any applicable postal and handling costs on the date of the Order; and

9.1.2 is in breach of these Conditions or any other contract between the parties;

9.2 On termination, the Customer shall pay to the Company all costs, expenses (including legal and other fees incurred), arrears, charges, or other payments arising in respect of the Goods under the Contract at the date of termination.

10. Withdrawal and Use of Goods

10.1 The Company may withdraw the sale or distribution of any Goods produced by or generally supplied by the Company without prior notice, or liability, to the Customer.

10.2 Where the Company provides the Customer with product information (including but not limited to labelling) about any conditions, recommendations or warnings necessary to ensure that the Goods will be safe the Customer agrees to use the Goods accordingly. the Company shall not be liable for injury or loss suffered by the Customer where the Customer fails to follow the Company’s Conditions or recommendations.

10.3 For the avoidance of doubt the exclusion referred to above includes but is not limited to circumstances where the customer exceeds the recommended daily intake in respect of each product.

11. Data Protection and Privacy Policy

11.1 The Company warrants that it shall endeavour to protect the Customer’s privacy and data in accordance with the provisions of the Data Protection Act 1998 and any other applicable law or revisions thereto and shall not sell personal information or share it with third parties otherwise than as set out in the Company’s Privacy Statement. Please advise us if you wish to stop receiving promotional material from us.

11.2 Credit Card information and details supplied by the Customer shall be held securely by the Company and shall be processed for the purpose of payment and refunding payment for Goods in accordance with these Conditions and shall not be kept for any other purpose or longer than is necessary for that purpose.

12. Acceptance of Conditions

By ordering, the Customer acknowledges it has agreed to the incorporation and acceptance of these Conditions.