Limitless Orthotics – Terms of Service

1. Payment

1.1 Full payment is required at the time of assessment or when placing an order, unless a specific payment plan, such as "Pay in 3," has been agreed upon.

1.2 Our "Pay in 3" Direct Debit option is offered for a small selection of devices/products only, and we reserve the right not to offer this service for all orders. If available and agreed upon, payment terms can be discussed at the time of ordering. These terms may involve three equal monthly instalments or an initial larger deposit followed by subsequent payments. Please note that any device or product will not be ordered until the first payment, or agreed-upon deposit, has been successfully received.

1.3 Late Payments and Failed Direct Debits If a scheduled Direct Debit payment for your Pay in 3 plan fails for any reason, we will notify you and may re-attempt collection after 3 business days. Should a payment remain uncollected 7 days after its original due date, a late payment administrative fee of £30 will be applied to your account. This fee helps cover the administrative costs associated with managing the failed payment and follow-up. We will add this £30 fee to your next scheduled Direct Debit, or send a separate invoice for this fee. Persistent failure to make payments may result in further collection action and could impact your ability to use our services in the future.

1.4 All clinical assessments are chargeable. Payment is due regardless of whether a product is prescribed or supplied.

1.5 Any unforeseen additional costs from manufacturers, as well as fees for subsequent clinical appointments, must be paid upon supply of the product. These payments are non-refundable.

1.6 Requests for alterations after device supply require upfront payment. These payments are non-refundable. While we strive to accommodate such requests, we reserve the right to assess the feasibility, safety, and appropriateness of changes. Not all alterations may be possible.

1.7 For patients funded by third parties (e.g., NHS Trusts, charities, insurers, solicitors, care providers), a valid purchase order is required before processing any orders.

2. Refunds & Returns

2.1 Appointments cancelled with at least 48 hours’ notice are eligible for a full refund. Cancellations made with less notice are non-refundable.

2.2 Custom-Made Devices: These are non-returnable and non-refundable, as they are tailored to individual specifications. This aligns with UK consumer law, which exempts bespoke items from standard return rights.

2.3 Stock Devices: Standard consumer rights apply. If a stock device is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or refund, depending on the circumstances and timeframes outlined in the Consumer Rights Act 2015. For more information, please refer to which.co.uk.

2.4 Custom-made devices are designed and fitted in consultation with the patient. By the point of final supply, the patient has had the opportunity to trial and approve the fit and function. Therefore, Limitless Orthotics is not liable for issues of fit or comfort raised after final supply unless they result from a manufacturing defect or a deviation from the agreed prescription. Where such a defect or deviation is identified within 14 days of supply, we will assess the device and, if appropriate, rework it at no additional cost.

2.5 Rigid components of custom-made devices are covered against manufacturing defects for a minimum of 6 months from the date of supply, unless otherwise specified by the manufacturer. Soft components such as straps and padding are covered for a minimum of 2 months. Specific warranty durations may vary depending on the manufacturer, and details can be provided upon request.

2.6 We recommend that custom-made devices are reviewed for wear at least every 6 months.

2.7 Limitless Orthotics reserves the right to refuse adjustments or repairs on any items not originally supplied by us.

2.8 We also reserve the right to decline further treatment or advice where a patient has initiated care with another provider.

3. Single Patient Use

3.1 All orthotic devices supplied are intended for single patient use only. This policy protects against risks such as infection and compromised material integrity.

3.2 Any warranties—express or implied—are void if a product is re-used by another individual.

3.3 Devices must be prescribed and fitted by a qualified clinician to ensure safety and effectiveness.

4. Your Responsibilities

4.1 You must provide full and accurate information during assessments. We are not responsible for issues arising from withheld or incorrect information.

4.2 It is your responsibility to follow the care and usage instructions provided with your device. Failure to do so may void warranties and affect device performance.

5. Limitations of Liability

5.1 Limitless Orthotics and its suppliers are not liable for any direct or indirect damages—including loss of data, profit, or business—arising from the use or inability to use our products, services, or website content. This includes misuse or inappropriate application of orthotic devices.

5.2 We provide devices based on clinical assessments and best practices. However, we cannot guarantee specific outcomes, as individual responses to orthotic devices may vary.

5.3 We are not liable for any adverse effects resulting from the use of devices that have been altered without our prior written approval.