Terms of Engagement

Nutrition and lifestyle support for your health and wellbeing We are really looking forward to working with you. These terms are here to make sure you know what to expect, how we work, and what helps us give you the best support. Please read them carefully before we begin.

 

1. Who we are

a) Toral Shah Integrative Health is the trading name of Urban (Medicine) Kitchen Ltd, a company registered in England and Wales under company number 09511561 and registered address at: Alacrity Accountancy Ltd, 21 High View Close, Hamilton Office Park, Leicester, England, LE4 9LJ. Also referred to as 8us9 we9 or 8UMK9 throughout.

 

b) We provide nutrition, functional, and integrative medicine support tailored to medically diagnosed conditions and agreed health concerns.

 

c) We do not diagnose or replace medical care. Our support complements the care you receive from your GP or specialists.

 

2. Your responsibility as a client

a) Keep your GP, specialist, or primary care doctor informed of the programme we put in place and open a dialogue between us and your specialist where appropriate.

 

b) Tell us about any medical diagnoses, prescription medication, herbal medicine, supplements, or over-the-counter medication. This is essential for safety.

 

c) If you start new medication or supplements, please inform Toral so that she can review any interactions safely and advise you appropriately.

 

d) UMK does not work alongside other practitioners who practise the same modalities as UMK. Please let us know about any other practitioners you are seeing to avoid overlap.

 

e) UMK does not accept liability for complications arising from non-disclosure of medication or supplements that may reasonably interfere with our recommendations.

 

f) Recommendations usually run for 4 to 6 weeks before review unless we specify otherwise.

 

g) If you are unclear about any part of your plan, contact us straight away at hello@toralshah.co.uk and raise any concerns at your next consultation. We recommend your plan review takes place within 2 weeks of your initial appointment.

 

3. Programme length

a) Standard programmes run for 3 or 6 months, or sooner if sessions are used more quickly.

 

b) Bespoke packages are usually 3 to 6 months and may include a maintenance plan after completion.

 

c) If you book a standalone appointment as a new patient to go over results, there is no ongoing support unless you sign up for a package.

 

d) Notes and protocols are normally sent within 1 week of your consultation, unless we are awaiting further information from you or test results.

 

4. Appointments and calls

a) UMK will direct you to purchase appointments via our website or on the Practice Better system or via Calendly. If there are issues, please contact hello@toralshah.co.uk with suitable times and dates that work for you and UMK will book this for you manually.

 

b) Please book ahead to secure your preferred slot. A waitlist is available for cancellations.

 

c) Clinic hours are Monday to Thursday. We do not offer standard appointments on Fridays, weekends, or public holidays except at our discretion.

 

d) Appointment lengths: i) Initial consultations up to 90 minutes. ii) Follow-ups, 45 to 60 minutes. iii) Phone reviews and updates can range from 15 minutes to 45 minutes, depending on requirements.

 

e) Thirty-minute calls are available only to package clients, to clients seen within the last 6 weeks, and for discovery calls.

 

f) For functional testing results, it is recommended that you book a minimum 60 minutes appointment.

 

g) If you have not been seen in 6 months, please book a 60-minute appointment. If there are more than two sets of results, an hour is recommended.

 

h) If you book a 30-minute appointment, you may not receive notes. Otherwise, you will only receive annotated notes. A 30-minute appointment is not suitable if you expect a new supplement timetable.

 

i) Appointments of 45 minutes or more receive review notes unless there are no changes.

 

j) For confidentiality and integrity, sessions may not be recorded. Recording a session may result in your programme ending with no refund.

 

k) If a family member or friend will be present, please ensure they have read and agree to these terms. l) We accept no responsibility for interpretations of our advice by any third party.

 

5. Getting the most from your update calls and meetings

a) Please complete/share or upload requested information, such as food diaries or update forms, at least one working day before your appointment. If your appointment is on a Monday, please share by end of the day Thursday.

 

b) Phone consultations will be by regular phone. Video consultations will be on Zoom, and we will provide the link.

 

c) Be ready on time, in a suitable place, and familiar with Zoom. You are charged from the scheduled start time.

 

d) If the meeting overruns, you will be billed pro rata in 15-minute increments or the time will be deducted from your package.

 

e) Do not use personal mobile numbers for clinical questions or to arrange appointments. Use email or the agreed systems, for example Practice Better or Voxer, so we can keep a clear record of communications. Like other health care professionals, Toral will not share her personal mobile number. If you know Toral personally or have this number by any other means, please refrain from contacting her on her mobile to respond to questions for your plan or advice.

 

6. Messaging between appointments

a) We understand that you may have questions in between your consultations. Depending on your package, you may have access to messaging support via Voxer or Practice Better. If you do not have a package, we kindly ask that you hold onto any questions until your next appointment so that they can be fully addressed in the right setting.

 

b) For package clients, email and messaging support is included.

 

c) Messaging via Voxer is available for package clients and remains open for one month after your package ends.

 

d) If more than three months have passed since your last consultation, we ask that you book a new appointment before further queries can be answered, to ensure your care remains safe and up to date.

 

e) New health concerns or test results require a consultation so that we can review them properly and provide safe, tailored recommendations. Test results in particular need a full discussion, which we will carry out together at your appointment.

 

f) Emails are usually responded to within 48 working hours, though we may sometimes reply sooner. Responses on Fridays, weekends and public holidays are at our discretion.

 

7. Payment for packages, appointments, and testing

a) All functional tests must be paid for in advance. If your card payment defaults, a £20 administration charge will be added.

 

b)Appointments and packages are payable via our website or by invoice. If you are outside the UK, we can invoice in other currencies via Stripe.

 

c) All appointments and packages must be paid in advance.

 

d) If your bank issues an erroneous chargeback, a £50 charge will be added to cover fees and a pro rata amount of the hourly rate for time spent managing the appeal.

 

e) You are responsible for informing your bank that no fraud has occurred.

 

f) Functional tests ordered by us may incur an interpretation fee. Tests ordered or provided by you may also incur an interpretation fee. The usual fee is £60 per test. Biology of Functions reports and Genetics Analysis are priced differently.

 

g) Functional tests ordered and paid for through us must be completed within 3 months or an additional fee may be charged.

 

8. Payment and cancellation policy

a) We offer a 7-day cooling-off period should you change your mind on working with UMK. If we agree to a refund, card processing fees from the original transaction are not returned by the processor.

 

b) Payment plans may be offered at our discretion. A 10 percent fee may apply for card payments. A backup card is required for all payment plans, including those paid by bank transfer.

 

c) If an invoice was set up without card fees and you later pay by card, the fee uplift will be billed separately or added to your next invoice.

 

d) If a payment is late, fails, or your card details are not kept up to date, we may add a £20 administration charge and suspend support until paid.

 

e) If you need to cancel or change an appointment, please give at least 3 working days notice, Monday to Thursday. The clinic is closed on Fridays, weekends, and bank holidays.

 

f) Cancellations or rescheduling within 24 hours, which is one working day, are charged in full or as per the package conditions in the shop listing.

 

g) You are liable for the full fee for all consultations and for your full package, whether you attend or complete the programme. If you end your programme early, unbilled time already incurred will be charged on a pro rata basis.

 

h) Prices for services and products are those shown at the time of purchase. We may review pricing in line with industry standards and will notify you of any change. You remain liable for relevant revisions in charges.

​

i) We may charge reasonable delivery and handling costs where applicable.

 

j) Invoices and receipts are sent by email or directly from Stripe. Payments processed in our systems are handled by Stripe.

 

k) If payment is not made within 14 days of the due date, this may be treated as a material breach. We may suspend support and refer the matter to a third party to recover the full amount due for the remainder of your programme plus any costs incurred.

 

l) If support is cancelled for harassment, abusive, or aggressive behaviour, fees paid in advance are non refundable.

 

m) Individual package cancellation fees within 24 hours are set out in the shop listing for that package.

 

n) If you decide to cancel your package after the cooling off period has ended, and before your onboarding appointment, a cancellation fee of £75 may apply. This fee covers administrative time, preparation, and any initial work already undertaken on your behalf. Please note that once a package has started, our standard pro-rata charges and non-refundable policy (as outlined in the Termination section) will apply.

 

9. Ending your programme

a) If you wish to cancel your programme during its course, you must email hello@toralshah.co.uk and arrange a call with us.

 

b) Packages are frontloaded and discounted based on the time spent on your case. If you cancel before completion, you will be charged for unbilled time at the package hourly rate of £315 plus VAT.

 

c) If you paid upfront and cancel before the programme concludes, you will forfeit any fees already paid.

 

d) If you are paying in stages, you remain liable for time spent and incurred fees. 10. Using your package appointments a) If you choose not to continue or you do not respond to booking communications, your package will be deleted when it expires, and your account will be archived.

 

e) Packages are not extended.

 

11. Zero tolerance policy

a) We are committed to a safe, respectful, and supportive environment. Threatening, abusive, or aggressive behaviour may lead to immediate discontinuation of our work together.

 

b) We do not offer advice outside the remit of our practice. Persistent demands or failure to follow these terms may result in removal from our patient list.

 

c) Rude, threatening, racist, abusive, or misleading language by phone, email, or in any appointment may result in immediate removal from the practice list. Remaining package appointments will be forfeited and fees already paid are non refundable. In serious cases, the police may be informed.

 

d) We do not work with patients currently taking class A substances unless as part of a collaborative support team. We may refer you to your GP or alternative services.

 

e) If we suspect threatening, abusive, or criminal behaviour occurring at home, we may refuse continuing work and refer you on.

 

f) Total honesty is expected. If we suspect an eating disorder or one is not disclosed, we will require that you work with a therapist and may discontinue work if this condition is not met.

 

g) If you have PTSD, you must work with a therapist or have clearance from your doctor or previous therapist to work with us. We may discontinue work if these conditions are not met.

 

h) We may terminate with immediate effect in the event of repeated missed appointments, late or failed payments, or non compliance. i) We may occasionally record sessions for training purposes.

 

12. Genetic and genomic reports

a) Genetic reports are paid for at the time of request. If you are not using LifecodeGx, we will not use raw 23andMe or Ancestry data until you have provided payment and written consent.

 

b) Do not send passwords or login details. Send the raw data file only. We can provide instructions on how to download this if needed.

 

c) Genetic information is held confidentially and securely in line with our privacy policy. d) If you wish to discuss issues beyond the follow-up call after receipt of your report, please purchase additional support.

 

13. Materials and intellectual property

a) All materials we provide are owned by UMK and are for your personal use only.

 

b) Nothing in these terms grants a licence to use materials beyond your personal use under this agreement without our written consent. Materials must not be distributed to friends or family or used with your own patients if you have been a personal patient of UMK and then work with your own patients, either as a nutritionist, functional medicine practitioner, health coach or personal trainer or other related profession

 

c) You must not share or upload materials online or disseminate them publicly without our written consent. This includes ingredient labels for bespoke herbal formulations.

 

d) If copyright is breached, we may discontinue working with you and remaining appointments will be forfeited.

 

14. Feedback

a) We may ask for feedback or testimonials to help us improve our service.

 

b) If we would like to share your comments, we will ask for your permission first and may request consent to use your first name.

 

15. Law and jurisdiction

a) These terms and any contracts or disputes arising from them are governed by the laws of England and Wales.

 

b) Any disputes will be under the exclusive jurisdiction of the courts of England and Wales.

 

Thank you for taking the time to read these terms. They are here to support clear communication, protect both sides, and help you get the most out of your health journey with us.