Terms of service

1. About Return Well

Return Well Limited(“Return Well”, “we”) is a company registered in England and Wales under company number 17149036. Our registered office is 8-10 South Street, Epsom, England, KT18 7PF. We are registered with the Information Commissioner's Office under registration number ZC170101. We hold professional indemnity insurance with QBE, with a limit of £1,000,000 for any one claim. Territorial coverage is worldwide, excluding the USA and Canada. Further details are available on request.

Return Well provides remote return-to-work assessments, delivered by a network of qualified UK clinicians and coordinated through our platform. Assessments are either arranged by employers (who refer employees) or booked privately by individuals for themselves. Sections 1–11 apply to employer referrals; Section 12 applies where you book privately for yourself.

2. How the service works

Employers refer employees to Return Well. We select a suitable, appropriately registered clinician for the case (“Practitioner”), for example an Occupational Therapist or an Occupational Health Nurse, who will carry out the assessment and provide recommendations to support a return to work.

3. Role of Return Well

Return Well acts as a service provider and coordinator.

We:

• Facilitate referrals
• Provide a platform for delivery and reporting

We do not provide clinical assessments or medical advice directly.

4. Practitioners

All assessments are carried out by independent qualified clinicians.

• Practitioners are independent professionals, not employees of Return Well
• Each Practitioner is responsible for their own clinical judgement, findings, and recommendations
• Practitioners are required to hold current registration with their UK statutory regulator (such as the HCPC or NMC) or an accredited register (such as the BABCP), appropriate qualifications, and professional indemnity insurance

5. Nature of assessments

Assessment reports:

• Are based on the information available at the time
• Provide professional opinions and recommendations only
• Are intended to support employer decision-making

They should not be relied upon as the sole basis for medical, legal, or employment decisions.

6. Employer responsibilities

Employers are responsible for:

• Ensuring referrals are appropriate
• Using assessment reports alongside their own policies and procedures
• Making final decisions regarding employee management and return to work

7. Employee consent and report release

The Client acknowledges that Return Well reports contain confidential health and work-related information and may only be released to the Client with the Employee's consent.

Once the assessment has taken place and the report has been prepared, the Employee will be given the opportunity to review the report before it is released to the Client. Return Well will then request the Employee's consent to release the report.

If the Employee does not provide consent for the report to be released, Return Well will notify the Client that the assessment has taken place and that consent to release the report has been refused.

The Client acknowledges that Return Well cannot compel an Employee to consent to the release of a report. In such circumstances, the report will not be provided to the Client.

Where an assessment has been completed and/or a report has been prepared, the full referral fee remains payable and no refund will be due if the Employee refuses consent for the report to be released.

8. Fees, payment and cancellation

The fee for each assessment is shown before you pay and is taken by card when the case is submitted, unless invoicing has been agreed with you in advance. Return Well does not charge VAT: the prices shown are the total prices.

Changing or cancelling an appointment. We ask for at least 24 hours' notice to move or cancel a booked assessment. The Practitioner holds that hour for the Employee and cannot usually fill it at short notice.

Moving the appointmentwith less than 24 hours' notice, or where the Employee does not attend: we may charge a late change fee of £75 towards the Practitioner's held time. The assessment is then rearranged at no further cost. This is not a second assessment fee, and we will tell you before charging it.

Cancelling is different, because the assessment does not then take place at all. What is payable depends on how far the case has got:

• Before the Practitioner has contacted the Employee: no charge, and the fee is refunded in full.
• After the Practitioner has contacted the Employee, and more than 24 hours before the booked assessment: 25% of the fee is payable and the balance is refunded.
• Less than 24 hours before the booked assessment, or where the Employee does not attend and the case is then cancelled: 50% of the fee is payable and the balance is refunded.
• Once the assessment has taken place: the full fee is payable.

Other situations:

• If the Employee does not engage after reasonable attempts to contact them, 60% of the fee is payable to cover the work done, and the balance is refunded.
• If the Employee does not consent to the report being released, the full fee remains payable (see section 7). The assessment was carried out and the report written; the Employee's decision about disclosure does not alter that.
• Any additional work beyond the initial assessment is agreed with you in advance and charged separately.

We will not normally apply a late change fee, or the 50% late cancellation charge, the first time it happens, or where the reason relates to the Employee's health, caring responsibilities, or a disability. Where a different arrangement is reasonable, we will make one.

9. Liability

To the fullest extent permitted by law:

• Return Well does not accept liability for the clinical content, recommendations, or opinions provided by Practitioners
• Return Well is not responsible for any decisions made by employers based on assessment reports

Return Well's total liability in relation to any service is limited to the fees paid for that service.

10. Data protection

Both parties agree to handle personal data in accordance with UK data protection laws and guidance from the Information Commissioner's Office.

11. Termination

Either party may stop using the service at any time. Any completed assessments remain payable.

12. Private individual bookings

This section applies where you book an assessment privately for yourself as an individual (a “Private Return to Work Assessment”), rather than being referred by an employer. In this section, “you” means the individual booking the assessment.

Nature of the service. A Private Return to Work Assessment is an independent, clinician-led assessment to support you to remain in or return to work. It is not occupational health, a GP service, counselling, coaching, or a fit note, sick note or medical certificate service, and it does not replace advice from your GP or treating clinicians.

Your report. Following your assessment you receive a personalised Return to Work Report. The report belongs to you. Return Well will not share it with your employer or any other third party unless you instruct us to do so.

Fees and payment. The fee for your chosen assessment is shown at the point of booking and is payable in full at the time of booking. There are no contracts or ongoing charges. Return Well does not charge VAT: the price shown is the total price.

Cancellation and refunds. You have a legal right to cancel within 14 days of booking under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you cancel before your assessment has taken place, you will receive a full refund. By booking an assessment that is scheduled to take place within the 14-day cancellation period, you request that the service begins during that period and acknowledge that, once the assessment has been carried out, the service is fully performed and your right to cancel is lost. No refund is due once the assessment has taken place.

Rearranging your appointment.Please give us at least 24 hours' notice if you need to move your assessment. Your clinician holds that hour for you and cannot usually fill it at short notice. With less notice than that, or if you do not attend, we may charge a late change fee of £75 towards the clinician's held time; your assessment is then rearranged at no further cost. We will not normally charge it the first time, or where the reason relates to your health or a disability — tell us what happened and we will sort something out.

No guaranteed outcome. The assessment provides independent professional opinions and recommendations based on the information available. It cannot guarantee any particular outcome, adjustment, or decision by your employer.

Data protection. Return Well is the data controller for the personal and health information you provide as a private individual and will process it in accordance with UK data protection law and our Privacy Policy.

13. Contact

For any questions about these terms, contact: support@returnwell.co.uk. To make a complaint, see our complaints procedure