Terms and Conditions

Effective Date: 24 March 2025

Welcome to Mesh Performance Ltd ("we," "our," or "us"). We’re here to support you with expert dietetic and nutritional services tailored to your needs. By accessing and using our services, including our website (https://mesh-performance.com), telehealth consultations, and other offerings (collectively, "Services"), you agree to be bound by these Terms and Conditions ("T&Cs"). If you do not accept these terms, please refrain from using our Services. "You" or "Client" refers to the individual engaging with us.

1. Introduction

We provide professional dietetic and nutritional support to help you achieve your health goals, whether you’re managing a condition, enhancing performance, or seeking guidance. These T&Cs outline our mutual responsibilities to ensure a positive and effective experience.

2. Definitions

• Services: Dietetic consultations, nutritional analysis (e.g., menu assessments), sports nutrition including ISAK skinfold anthropometry, monthly coaching packages, blogs/video content, charity project work, and university lecturing/coaching, delivered via telehealth or in-person (where applicable).

• Telehealth Consultations: Virtual appointments via secure video, phone, or approved platforms.

• Dietetic Diagnosis: Professional assessment of nutritional health based on client-provided information and clinical expertise.

• Relevant Medical Information: Data like medical history, blood test results, dietary habits, or anthropometric measurements necessary for effective care.

• Force Majeure: Events beyond our control, such as natural disasters, war, strikes, or technical disruptions, preventing service delivery.

• Third-Party Tools: External software/services (e.g., Cliniko, MyFood24, Heidi Health, Stripe) used to support our Services, governed by their own privacy policies.
  

3. Professional Registration and Scope of Practice

Mesh Performance Ltd is led by a Health and Care Professions Council (HCPC)-registered Dietitian. Verification is available at https://www.hcpc-uk.org/check-the-register.

• Our Services include dietetic diagnosis, clinical nutrition advice, sports nutrition assessments, and recommendations for medication adjustments in collaboration with your medical team.

• If your needs exceed our scope (e.g., requiring medical diagnosis beyond nutrition), we’ll guide you to consult an appropriate professional. We’re not obligated to advise outside our expertise, and this doesn’t breach our commitment to you.
  

4. Booking and Appointments

• Payment: Initial appointments require full payment upfront. Monthly coaching packages require payment by the 1st of each month.

• Pre-Appointment: Clients must complete forms with Relevant Medical Information for tailored care. Incomplete or inaccurate data may limit our recommendations’ effectiveness.

• Reminders: We’ll send reminders 48 and 24 hours before appointments via email/SMS to your provided contacts.

• Attendance: Join on time using the agreed platform (e.g., telehealth link). Client-side technical issues (e.g., poor internet, device failure) don’t qualify for refunds unless we’re at fault.

• Changes: We may amend, reschedule, or cancel due to unforeseen issues (e.g., technical failures). We’ll offer an alternative slot or, at our discretion, a partial or full refund.
  

5. Cancellation and Refund Policy

• Cancellations: Less than 24 hours’ notice incurs a 50% fee, waived in emergencies or Force Majeure at our discretion.

• Rescheduling: Notify us 24+ hours in advance for no penalty, subject to availability.

• Refunds: Available if we cancel and rescheduling isn’t possible. For monthly packages, pro-rata refunds apply if we terminate early; otherwise, payments are non-refundable unless we deem a refund (full/partial) fair due to significant service failure.

• Coaching Packages: Cancellation mid-month incurs a 50% fee for the remaining month unless exceptional circumstances apply.
  

6. Insurance and Payment

• Insurance: Contact info@mesh-performance.com to confirm private medical insurance eligibility before booking, as coverage varies. You’re responsible for any uncovered balance.

• Payment: Processed securely via Stripe (credit/debit cards, bank transfers) or other methods specified at booking.
  

7. Communication and Data Security

• Storage: Client data is held in Cliniko, compliant with GDPR and HIPAA.

• Communication: WhatsApp may be used for non-clinical check-ins; sensitive data goes via secure channels (e.g., Cliniko messaging, ProtonMail).

• Third-Party Tools: Tools like MyFood24 or Heidi Health comply with GDPR/HIPAA; their privacy policies apply.

• Commitment: We prioritize your privacy, collecting only what’s needed for quality care (see Section 8).
  

8. Data Protection, Minimization, and Client Rights

• Minimization: We collect only essential personal data (e.g., name, health info) for tailored nutrition care, deleting unnecessary data securely.

• Retention: Personal data is kept for 6 years post-service per UK tax law; health data for 2 years post-consultation unless you consent otherwise or law requires.

• Rights: UK clients can access, correct, erase, restrict, or port their data, or withdraw consent anytime. Email info@mesh-performance.com; we’ll respond within 30 days per GDPR. File complaints with the ICO (www.ico.org.uk, 0303 123 1113).

• Transfers: Data may go outside the UK (e.g., EEA, USA) with safeguards like Standard Contractual Clauses.
  

9. Technical Difficulties and Complaints

• Technical Difficulties:

  • Clients ensure stable internet/devices for telehealth; your tech issues don’t warrant refunds.

  • Our tech failures (e.g., platform outages) must be reported within 24 hours to info@mesh-performance.com with evidence (e.g., screenshots). We’ll offer a reschedule or up to 50% refund at our discretion.

• Complaints:

  • Email info@mesh-performance.com within 24 hours of an issue. We’ll acknowledge within 72 hours and resolve within 7-14 business days. If unsatisfied, we’ll provide escalation options, including ICO contact details.

10. Intellectual Property

• Blogs, videos, and nutritional content on our site or shared during Services are owned by Mesh Performance Ltd. Clients may use them for personal purposes but not reproduce or distribute without permission.

11. Liability and Disclaimer

• Outcomes: We strive for excellence, but results depend on your circumstances and adherence. We don’t guarantee specific outcomes.

• Third Parties: We’re not liable for losses from third-party disruptions (e.g., Cliniko, Stripe).

• Responsibility: You’re accountable for following advice; we’re not liable for adverse effects from non-compliance or misinterpretation.

• Emergencies: We don’t offer emergency care—contact your healthcare provider or emergency services if urgent.

12. Charity and Project Work

• Services for charities or universities (e.g., lecturing, coaching) may have tailored terms agreed separately. These T&Cs apply unless superseded by a specific contract.

13. Dispute Resolution

• We’ll try to resolve disputes informally via negotiation or mediation. If unresolved, they’re governed by England and Wales law, with exclusive jurisdiction in those courts.

14. Amendments to Terms and Conditions

We may update these T&Cs. Changes will be posted on our website and emailed where significant. Continued use after updates means you accept them.

15. Contact Information

Reach us at info@mesh-performance.com..