LEGAL
Terms of Engagement
The Vital Balance Terms of Engagement
Updated: 06 May 2026
These Terms of Engagement outline the framework for services provided by The Vital Balance, operated by Livia Lai, Nutritional Therapist.
They explain what you can expect from your Nutritional Therapist and your responsibilities as a client.
In this agreement:
“I”, “me” or “my” refers to Livia Lai, Nutritional Therapist at The Vital Balance.
“Client”, “you” or “your” refers to the individual purchasing or engaging in services.
Please read these Terms carefully before committing to services. By booking and paying for services, you agree to these Terms of Engagement.
If you have any questions, please contact: livia@thevitalbalance.co.uk.
Scope of Practice
Nutritional Therapy is the application of nutrition science in the promotion of health, optimal wellbeing, and individualised care.
Nutritional Therapists use a range of assessment tools to identify potential nutritional imbalances and understand how these may contribute to symptoms or health concerns. Recommendations are personalised and tailored to the individual.
Nutritional Therapy is recognised as complementary healthcare. It does not replace medical advice, diagnosis or treatment.
Nutritional Therapists:
• Do not diagnose medical conditions
• Do not prescribe medication
• Do not claim to treat medical conditions
• Will refer clients with “red flag” symptoms to a medical professional
• May work collaboratively with other healthcare providers where appropriate
You understand that:
• Outcomes vary between individuals.
• Nutritional advice is not a substitute for medical advice.
• Supplements and functional testing may be recommended where appropriate.
• I may receive commission on supplements or testing services recommended.
Age & Capacity
Services are intended for adults aged 18 and over. Where a client is under 18, written consent from a parent or legal guardian is required prior to the initial consultation. The parent or guardian must also be present for all consultations unless otherwise agreed in writing.
Client Responsibilities
By engaging in services, you agree that:
• You are responsible for consulting your GP or relevant medical practitioner regarding any medical condition.
• You will inform me of any diagnoses, medications, supplements or treatments you are currently using.
• You will notify me immediately if your health status changes.
• You will follow recommendations responsibly and only within the agreed timeframe.
• You will seek clarification if anything in your plan is unclear.
• You understand that results depend on your own participation and implementation.
Recording consultations (audio or video) is not permitted without prior written consent.
Communication
All general enquiries and non-urgent communications should be directed to [your email address]. Where a client portal or messaging system is in use, communications should be sent via that platform.
I aim to respond to messages within 2 business days. Response times may be longer during weekends, public holidays, or periods of planned leave.
Please note that I am not able to provide urgent or emergency advice. If you are experiencing a medical emergency, please contact your GP, call 111, or dial 999 as appropriate.
Supplements & Referrals
Where supplements or functional testing are recommended, you are under no obligation to purchase or proceed with any such recommendation. Any commission received does not influence the nature of advice provided, which remains guided solely by your individual needs and the best available evidence.
Limitation of Liability
While every effort is made to provide safe, professional and evidence-informed guidance, Nutritional Therapy is supportive and educational in nature. Outcomes vary between individuals and depend on many factors, including medical history, compliance, lifestyle and external variables beyond the practitioner’s control.
By engaging in services at The Vital Balance, you acknowledge and agree that:
• You remain responsible for your own health decisions.
• You will seek medical advice where appropriate.
• You will disclose all relevant medical information.
• You implement recommendations at your own discretion.
To the fullest extent permitted by law, the total liability of The Vital Balance and Livia Lai for any claim arising out of or in connection with services provided shall not exceed the total amount paid by the Client for the relevant programme or service.
The Vital Balance shall not be liable for any indirect, incidental or consequential loss, including loss of earnings, business interruption, or emotional distress, arising from services provided.
Nothing in this agreement limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded under UK law.
Your statutory rights remain unaffected.
Important Disclaimer Regarding Results
Nutritional Therapy is supportive and educational in nature.
Results vary between individuals and depend on many factors, including compliance, lifestyle, medical history, and external variables beyond my control.
No guarantees are made regarding specific outcomes or results.
Scheduling & Availability
Please note that sessions are not typically scheduled on UK public or bank holidays. Where possible, alternative arrangements will be made in advance to maintain continuity of support.
Response times may also be slightly delayed during weekends, public holidays, or periods of practitioner leave.
Consultations
The initial consultation can last up to 90 minutes. Follow-up sessions can last up to 45 minutes.
Consultations will be conducted online via Zoom, Microsoft Teams or Google Meet.
It is your responsibility for ensuring a stable internet connection.
Programme Structure — 4-Week Nutritional Therapy Package
The 4-week Nutritional Therapy package is designed to provide focused, personalised support over a short-term period to help establish momentum and foundational changes.
The programme includes:
• One initial consultation
• A personalised nutrition and lifestyle plan, delivered within 3 business days following the initial consultation
• Two follow-up consultations, typically scheduled around Weeks 2 and 4
Upon receiving their personalised plan, clients are expected to begin implementing the recommendations provided.
The programme begins on the date of the initial consultation and is intended to be completed within 4 weeks to support continuity and therapeutic progress.
Limited flexibility may be accommodated for reasonable scheduling adjustments, such as illness, travel, or unforeseen circumstances, where agreed in advance. However, clients are encouraged to attend sessions consistently and use all included support within the intended programme period.
Extensions beyond the 4-week period are at the practitioner’s discretion.
Planned practitioner leave will be communicated in advance wherever possible. Clients are kindly asked to provide adequate notice for holidays or travel so sessions can be arranged appropriately.
Programme Structure — 16-Week Nutritional Therapy Package
This programme is designed as a focused 16-week journey to support continuity, momentum, and meaningful long-term results.
Your programme begins on the date of your initial consultation. While sessions are typically scheduled on a bi-weekly basis, some flexibility is built into the programme to accommodate reasonable scheduling adjustments, practitioner annual leave, client travel, illness, or unforeseen circumstances.
To support consistency and progress, clients are encouraged to attend sessions regularly and use their support within the intended programme period. Where needed, the overall timeline may extend slightly to allow for agreed scheduling changes.
The programme includes:
• One initial consultation
• A personalised nutrition and lifestyle plan, delivered within 3–5 business days following the initial consultation
• 7 bi-weekly follow-up sessions scheduled across the programme duration
Planned practitioner leave will be communicated in advance wherever possible. Clients are kindly asked to provide adequate notice for holidays or travel so sessions can be arranged appropriately.
Extensions beyond the programme period remain at the practitioner’s discretion.
Payments
Full payment or the first instalment of an agreed payment plan must be received before your initial consultation.
Payments may be made via Stripe or bank transfer.
If you choose a payment plan, you are entering into a legally binding agreement to complete all scheduled payments in full.
A payment plan is not a subscription and cannot be cancelled part-way through.
Failure to complete payments may result in suspension of services and recovery of outstanding amounts through appropriate legal channels.
If you do not wish to waive your statutory cancellation rights, please do not confirm your booking until the 14-day period has elapsed. Your statutory rights are not otherwise affected.
Cancellations & No Shows
Refund Policy:
You may cancel this engagement within 48 hours of initial payment for a full refund (excluding Stripe processing fees). After 48 hours from payment, no refunds are provided.
Appointment Rescheduling:
A minimum of 48 hours’ notice is required to reschedule appointments.
Missed Appointments:
If you arrive more than 15 minutes late without prior notice, the session will be considered a no-show and forfeited.
Online sessions require a working internet connection. Technical issues on your side do not constitute grounds for refund.
Confidentiality
Client confidentiality is treated with the utmost care.
Information shared during consultations or in intake forms is kept confidential and stored securely.
Exceptions to confidentiality include:
• Risk of serious harm to yourself or others
• Legal obligations
You will be asked to provide GP details in case medical collaboration is required.
For full details on data storage and processing, please refer to the Privacy Policy on the website.
Record Retention
Client records, including intake forms, consultation notes, and correspondence, are retained securely for a period of 7 years following the end of the programme or last point of contact, in line with standard practice guidelines. Records will then be securely destroyed. For full details, please refer to the Privacy Policy on the website.
Force Majeure
The Vital Balance shall not be liable for any failure or delay in performing services where such failure or delay results from circumstances beyond reasonable control.
Such circumstances include, but are not limited to:
• Government restrictions or public health measures
• Natural disasters or extreme weather events
• Clinic closure
• Power outages
• Internet or technology failure
• Illness or incapacity
• Acts of third parties
In such cases, services may be:
• Rescheduled
• Delivered online where appropriate
• Extended within a reasonable timeframe
Where continuation of services is not reasonably possible, a fair and proportionate solution will be offered.
Anonymised Feedback
Anonymised testimonials or feedback may be shared on social media or the website.
No identifiable personal information (full name, photograph, username) will be published.
If you do not wish your anonymised feedback to be shared, please notify me in writing.
Use of Anonymised Case Material
With your written consent, anonymised details from your case may occasionally be used for professional development purposes, including CPD submissions, supervision, or educational content. No identifiable information will be used without your explicit permission, and you are under no obligation to consent. You may withdraw consent at any time in writing.
Working with Multiple Practitioners
With your consent, I may collaborate with other healthcare professionals involved in your care to provide coordinated support.
You will be asked for written consent before information is shared.
Governing Law
These Terms of Engagement are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Resolving Problems
If you have any concerns regarding services, please contact me directly so that we can work toward a constructive resolution.
Privacy Policy
For information on how your data is processed and stored, please read the Privacy Policy on my website.
Acceptance of Terms
By booking and paying for Nutritional Therapy services at The Vital Balance, you confirm that:
• You have read and understood these Terms of Engagement.
• You agree to be bound by them.
• You understand your rights and responsibilities.
• You consent to receiving Nutritional Therapy services under these terms.
Privacy Policy
The Vital Balance holds some information about you. This page outlines how that information is used, who we may share that information with and how we keep it secure. This notice does not provide exhaustive detail – we are happy to provide any additional information or explanation needed. Any requests for this should be sent to livia@thevitalbalance.co.uk
We keep our Privacy Notice under regular review. This Privacy Notice was last reviewed in August 2023.
WHY DO WE NEED TO KEEP PERSONAL INFORMATION?
Individuals attend the consultation to obtain help, guidance and advice on health and lifestyle. Obtaining personal information from the clientin respect of their contact details, their personal and family health histories, and their lifestyle choices are necessary in order to provide the advice and guidance requested. Financial information is necessary in order to process payments for the services provided. All personal information is processed lawfully, fairly and in a transparent manner. Personal data is held by The Vital Balance iswith the express consent of the client. Our lawful basis for processing personal information is legitimate interests. Information is collected: via a questionnaire completed by the client; during a personal consultation; through email; via a website; over the telephone or by post; by taking card and online payments. The Vital Balance is a data processor and controller for the personal data it processes. No decisions are made by automated means.
WHAT INFORMATION IS HELD?
The personal information held contains the following information: Contact details: name, address, date of birth, landline telephone number, mobile telephone number, email address and preferred method of contact.
Health Information: personal and family health history, lifestyle and social circumstances, physical and mental health details, GP contact details.
Financial details: invoices for goods and services provided, payments made and any outstanding debt. Merchant copies of credit card receipts are kept for accounting records. Other information: Referrals and appointment records.
Diagnostic information: Diagnosis of the condition and recommended treatments will be recorded. Test results.
WHAT FORM DOES THE INFORMATION HAVE AND IS IT SECURE?
Personal data is held by The Vital Balance in a variety of forms:
1. The nutritional therapist may make notes using a laptop with the data being stored in the cloud.
2. Online: personal information is held on digital software programmes for diary/calendar, invoicing and accountancy processing. When you become a client and sign up to Healthpath please refer to the Healthpath website for the Privacy Policy.
3. Information may be held in email format, provided by the client and held within the online emailing system.
All online and cloud storage of data is encrypted and protected by logins and passwords. All of our external data processors that support us (such as Paypal and our booking and financial software providers) are legally and contractually bound to operate and prove security arrangements are in place to protect personal information.
HOW LONG IS INFORMATION KEPT?
Your information will be kept for 7 years from the date of your appointment, unless you are under 18 in which case it will be kept for 7 years from the date you reach 18.
WHO DO WE SHARE DATA WITH?
Personal contact information and financial information provided by the client is available to the nutritional therapist. The nutritional therapist view health and other information necessary for the consultation and they must follow the common law duty of confidence: Where information is given by the client in confidence it is treated as confidential and protected accordingly. Individual express consent will be obtained to share information with the client’s GP. None of the information is shared with other organisations except:
• Contact details will be provided to suppliers of products that the client wishes us to order on their behalf.
• Contact details will be provided to organisations that provide health testing facilities such as blood testing.
In all cases the client provides permission to do so. Anonymous information concerning particular health issues and case histories may be shared with peers for the purpose of professional development. This may be at clinical supervision meetings or at conferences. Personal data may be shared where there is an overriding public interest in doing so, for instance, to safeguard an individual, or to prevent a serious crime. We do not share any information for marketing purposes.
WHAT ARE YOUR RIGHTS?
Under data protection law, you have the right to ask us for copies of your personal information. You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete. You have the right to ask us to erase your personal information in certain circumstances. However, that may result in the business relationship being unable to continue as the information in its current form is necessary for the desired outcome. You have the right to ask us to erase your personal information in certain circumstances. You have the right to ask us to restrict the processing of your personal information in certain circumstances. You have the the right to object to the processing of your personal information in certain circumstances. You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. Requests for access must be in writing, by email. If you make a request, we have one month to respond to you. Access can be given to examine the records free of charge. If you would like to invoke any of your rights please email at livia@thevitalbalance.co.uk.
COMPLAINTS
If you have any concerns about our use of your personal information, you can make a complaint to us at livia@thevitalbalance.co.uk. If a complaint is not resolved satisfactorily a more formal complaint can be made to the Information Commissioner’s Office (ICO) on or 0303 123 1113.
Full Disclaimer
Last Updated September 23, 2023
Pease read this disclaimer prior to using the www.thevitalbalance.com website (here after referred to as “website”).
This website is owned and operated by The Vital Balance.
By viewing this website or anything made available on it or through this website, including but not limited to blog posts, consultations, emails, programs, products, courses, services, e-books, videos, webinars, e-newsletters, social media and/or other communication (collectively referred to as “Website”), you voluntarily agree to this disclaimer. You agree that you have read (or had the opportunity to read but have chosen not to read), understand, and consent to this disclaimer. Thus, if you do not agree to the Disclaimer below, STOP now, and do not access or use this Website, or any of my Programs, Products or Services.
Important Notice: For educational and informational purposes only. This information is not for medical or mental health advice.
The purpose of the Site is to provide information & education on nutrition, healthy lifestyle, supplementation, healthy cooking and solely to be used as a self help tool for your own use.
Not Medical or Mental Health Advice
I am not, nor am I holding myself out to be a doctor/physician, nurse or any other medical professional (“Medical Provider”), psychiatrist, psychologist, therapist, counselor, or social worker (“Mental Health Provider”).
All readers and viewers of this content are advised to consult their doctors or qualified health professionals regarding specific health questions. Always seek the advice of your own Medical Provider and/or Mental Health Provider regarding any questions or concerns you have about your specific health or any medications, herbs or supplements you are currently taking and before implementing any recommendations or suggestions from our Website. Do not disregard medical advice or delay seeking medical advice because of information you have read on this Website. Do not start or stop taking any medications without speaking to your own Medical Provider or Mental Health Provider. If you have or suspect that you have a medical or mental health problem, contact your own Medical Provider or Mental Health Provider promptly.
Livia Lai, Nutritional Therapist/The Vital Balance does not take responsibility for possible health consequences of any person or persons reading or following the information in this educational content. None of the opinions, recommendations, or information contained on this site have been independently evaluated by the Food and Drug Administration. No information on this site should be used to diagnose, treat, prevent or cure any disease or condition under any circumstances.
Personal Responsibility
You aim to accurately represent the information provided to us on or through our Website, Programs, Products and Services. You acknowledge that you are participating voluntarily in using my Website, Programs, Products and Services, and you alone are solely and personally responsible for your choices, actions and results. You agree to use your own due diligence and judgment before applying any recommendation or suggestion that you may receive on or through our Website, Programs, Products and/or Services. You acknowledge that you take full responsibility for your health, life and well-being, as well as the health, lives and well-being of your family and children (where applicable), for all decisions now and in the future.
No Guarantees
My role as a Nutritional Therapist is to support and coach you in reaching your own goals, but your success depends primarily on your own effort, motivation, commitment and follow-through. I do not guarantee that you will attain a particular result, and you accept and understand that results differ for each individual. Each individual’s results depend on his or her dedication, desire, motivation and actions. Your results will be based on many different variables, many of which are out of my control, and therefore I do not make any guarantees as to your outcome. You fully agree that there are no guarantees as to the specific outcomes or results you can expect from using the information you receive on or through this website.
Assumption of Risk
As with all situations, there are sometimes unknown individual risks and circumstances that can arise during use of my Website that cannot be foreseen that can influence or reduce results. You understand that any mention of any suggestion or recommendation on or through my Website is to be taken at your own risk, with no liability on my part, recognizing that there is a rare chance that illness, injury or even death could result, and you agree to assume all risks.
Limitation of Liability
By using this Website, you agree to absolve me of any liability or loss that you or any other person may incur from use of the information, products or materials that you request or receive through or on my Website. You agree that I will not be liable to you, or to any other individual, company or entity, for any type of damages, including direct, indirect, special, incidental, equitable or consequential loss or damages, for use of or reliance on my Website. You agree that I do not assume liability for accidents, delays, injuries, harm, loss, damage, death, lost profits, personal or business interruptions, misapplication of information, physical or mental disease or condition or issue, or any other type of loss or damage due to any act or default by me or anyone acting as our agent, consultant, affiliate, joint venture partner, employee, shareholder, director, staff, team member, or anyone otherwise affiliated with my business or me, who is engaged in delivering content on or through this Website.
Indemnification and Release of Claims
You hereby fully and completely hold harmless, indemnify and release me and any of my agents, consultants, affiliates, joint venture partners, employees, shareholders, directors, staff, team members, or anyone otherwise affiliated with my business or me from any and all causes of action, allegations, suits, claims, damages, or demands whatsoever, in law or equity, that may arise in the past, present or future that is in any way related to my Website.
No Warranties
I MAKE NO WARRANTIES RELATED TO THE PERFORMANCE OR OPERATION OF MY WEBSITE. I MAKE NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE INFORMATION, CONTENT, MATERIALS, PROGRAMS, PRODUCTS OR SERVICES INCLUDED ON OR THROUGH THE WEBSITE. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, I DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Errors and Omissions
Although every effort is made to ensure the accuracy of information shared on or through this Website, the information may inadvertently contain inaccuracies or typographical errors. You agree that I am not responsible for the views, opinions, or accuracy of facts referenced on or through my Website, or of those of any other individual or company affiliated with my business or me in any way. Because scientific, technology and business practices are constantly evolving, you agree that I am not responsible for the accuracy of my Website, or for any errors or omissions that may occur.
No Endorsement
References or links in my Website to the information, opinions, advice, programs, products or services of any other individual, business or entity does not constitute my formal endorsement. I am merely sharing information for your own self-help only. I am not responsible for the website content, blogs, e-mails, videos, social media, programs, products and/or services of any other person, business or entity that may be linked or referenced in my Website. Conversely, should my Website link appear in any other individual’s, business’s or entity’s website, program, product or services, it does not constitute my formal endorsement of them, their business or their website either.
Affiliates
From time to time, I may promote, affiliate with, or partner with other individuals or businesses whose programs, products and services align with mine and my program. In the spirit of transparency, I want you to be aware that there may be instances when I promote, market, share or sell programs, products or services for other partners and in exchange I may receive financial compensation, a percentage profit, or other rewards. These profits assist in the sustaining of our small business. I am highly selective and I only promote the partners whose programs, products and/or services I respect. At the same time, you agree that any such promotion or marketing does not serve as any form of endorsement whatsoever. You are still required to use your own judgment to determine that any such program, product or service is appropriate for you. You are assuming all risks, and you agree that I am not liable in any way for any program, product or service that I may promote, market, share or sell on or through my Website.
We may feature sponsored blog posts. If we do, we will clearly state that the post is sponsored and by whom in the post. While we are committed to only featuring sponsored content from companies or products we have tried and loved, we make no warranties, guarantees, or representations as to the effectiveness or safety of said products or services. You should use them at your own risk and make all the appropriate investigations you need to on your own to feel comfortable using them. Please feel free to email us at livia@thevitalbalance.co.uk if you have any questions about our sponsored posts.
Testimonials/Examples
The Testimonials or examples on the Site are simply that: examples. While they are all accurate and authentic, we are not making any claims that you will experience the same or better results from using or purchasing the Site, Courses, Services, and/or any other Products from The Vital Balance.
Contact Me
By using my Website you are agreeing to all parts of the above Disclaimer. If you have any questions about this Disclaimer, please contact me at livia@thevitalbalance.co.uk.