Frequently Asked Questions
Osteopathy
What is Osteopathy?
Osteopathy is a holistic approach to primary healthcare, whether that be diagnosis or symptom management. We focus on the assessment, diagnosis treatment and management of conditions related to (but not limited to) the musculoskeletal system. We focus on optimising the bodies natural capacity to heal itself by assessing the condition from a bio-psycho-social perspective and limiting pharmaceuticals as much as possible. You do not need a referral to see an Osteopath.
What to expect?
You will be sent a brief consultation form before your appointment to allow your Osteopath to review your case before your session. When you arrive, you can expect a detailed consultation where any symptoms, injuries, progressions or goals will be discussed. We will also ask questions regarding your lifestyle, diet, exercise routine and other relevant factors that may be impacting your health and recovery. A physical exam will then be carried out, in which you may be asked to dress down. If this isn’t comfortable for you that’s fine, we just suggest loose clothing that’s easy to maneuver around so your Osteopath can still assess your body. After a detailed assessment, a likely diagnosis and treatment plan will be discussed. Occasionally this may involve referral to other specialists or for scans but often treatment begins in the first session. If your case history is more complex and takes longer to discuss and assess, treatment may start from the next session.
What to bring?
If relevant, bringing any up to date medical scans, reports and prescriptions would be beneficial to the Osteopath to better inform their diagnosis. If you are not comfortable dressing down fully we suggest bringing a pair of shorts or loose top that you are comfortable in. Other things that may be useful to see include insoles or joint braces that you may be using, however this is not necessary.
What type of treatment can I expect?
Treatment plans are designed on an individual basis and your Osteopath will fully discuss the treatment modalities available and suitable to your needs. Often it is a combination of manual therapy, joint articulation, soft tissue release, exercise prescription and advice. Other techniques like joint manipulation, dry needling, lymphatic drainage, Kineso-taping, might be discussed if relevant. They may also refer you to specific exercises types or classes within the studio to fully support your recovery. You can ask your Osteopath if you have specific treatments that have worked for you in the past or new treatment types you’d like to try. They will explain beforehand to ensure you understand any effects and are happy to proceed. You can always ask to change treatments if you are not comfortable, just let your osteopath know and they will adjust as necessary.
How many sessions will I need?
This is a very individual question and varies on the injury, severity, chronicity, exercise capacity and what your goals are. Whether you need short term pain relief or long term symptom management this will be discussed between you and your osteopath in your inital consultation. Some people recover in a few sessions, others benefit from a longer rehab protocol. Some prefer to see an osteopath regularly as part of a preventative healthcare approach.
Massage
What to expect?
Before the session you will be sent a basic health form to ensure you are safe for treatment. We do not perform massage on any pregnant woman in the first trimester. No matter the treatment type your therapist will check in with you about any specific injuries, areas to focus on, or areas you would prefer to avoid. After this is confirmed, the therapist will leave the room and you will be asked to dress down and lie on the bed ready to enjoy your treatment. Your therapist will check in with you regarding pressure but if you are uncomfortable at any point please let your therapist know and they will adjust to your needs.
What to wear?
Comfortable loose clothing. Although we will do our best to avoid it, some oil may transfer onto clothes especially in treatments like head massage or lymphatic drainage due to the types of oil used. Please bare this in mind or let us know if you need extra towels or would prefer less oil used.
What if I am sensitive to certain oil?
We have a couple of oils available such as almond oil, coconut oil, grapeseed oil, castor oil. If you have any known allergies or are concerned about what products we use, please email the clinic prior to the appointment so we can confirm that we have suitable products for you.
Yoga and Movement classes
What to expect?
We ask students to arrive to the studio no less than 5 minutes before class so you can remove shoes, put away your things, grab your equipment and find a space to settle into your practice. Mats, blocks, bolsters and straps are available to use and props are encouraged to best support your practice. Whether you are new to yoga or are an experienced practitioner, our teachers will give variations to allow you to tailor the class to your level. Expect a guided experience designed to mobilise and energize the body, calm the mind and give dedicated time to connect to yourself.
Some classes will encourage you to push into uncomfortable postures to further increase the capacity of your body and mind. While uncomfortable is encouraged, pain is not, so please listen to your body and adjust where necessary. If you are experiencing any injuries or pain, let your teacher know so they can help you adjust.
After class, we ask each student to kindly wipe down their equipment with the provided sprays and cloth and return them to the rack.
What to bring?
We recommend wearing comfortable clothing that supports free movement, and bringing a water bottle and small face towel with you. We provide mats, blocks, bolsters and straps but you are welcome to bring your own if you prefer. Two showers are available in the female toilets and one shower is available in the male toilets, please bring your own towel and body care.
Hot Yoga
What to expect?
Hot yoga classes are conducted in the studio under infrared panels so that the body is directly heated allowing more flexibility and higher levels of sweating. For some this is considered a more intense practice and we encourage you to bring a mat towel to cover your mat with and optimize hygiene. Keeping well hydrated through class is also recommended.
Parking
Where can I park?
The public Cannon Square Car Park is approximately a 1-minute walk from our building. Follow the marked route on the map for directions.
How much does parking cost?
Parking is free for the first 30 minutes. After that, parking costs £1.10 per hour for stays between 1 and 4 hours.
Can I park directly outside the building?
No. The parking spaces directly in front of the building are reserved for permit holders only.
Can I use the car park beneath Wellington Park?
No. The car park located below Wellington Park is also reserved for permit holders only.
Terms and Conditions
Opening Offer
Enjoy 10% off all classes and treatments when you pay in person. Simply reserve your appointment online, leave your card details to secure your booking, and choose Pay in Person at checkout.
Valid until October 2026. The discount may be used once per person and cannot be combined with any other promotion, discount, or special offer. Subject to availability. Stone & Flow reserves the right to amend or withdraw the offer at any time.
Cancellation policy
All appointments require a valid payment card to be securely pre-authorised at the time of booking. No payment will be taken unless our cancellation or no-show policy applies.
Treatments
Please provide at least 24 hours' notice if you need to cancel or reschedule your appointment. This allows us the opportunity to offer the appointment time to another client.
Cancellations made within 24 hours of the appointment time, and no-shows, will incur a charge of 50% of the appointment fee.
Yoga Classes
Please provide at least 12 hours' notice if you need to cancel your class booking. Cancellations made within 12 hours of the class start time, and no-shows, will be charged at the full class rate.
For clients using a class package, one class credit will be deducted from their package.
Payment Failures
Late cancellation and no-show fees are charged in accordance with our cancellation policy.
If a payment cannot be collected, we may make further attempts using the payment method provided at the time of booking.
Booking privileges may be temporarily suspended until any outstanding balance has been settled.
Packages will continue to run and expire as normal during this period.
Late Arrival
Treatments
Please arrive on time for your appointment. Late arrival may result in a shortened treatment to ensure we remain on schedule for all clients. The full treatment fee will still apply.
Yoga Classes
Please arrive on time for your class. For the comfort of all participants and to minimise disruption, entry may not be permitted after the class has started. The full class fee, or one class credit, will still apply.
Mobile Phones
Please switch mobile phones to silent and store them away before class begins.
Phones may not be used during class.
If you are expecting an urgent call, please inform your teacher before the session starts.
Studio Space & Equipment
Mats and props are provided for your use at no additional cost, although you are welcome to bring your own.
Please clean any equipment used with the provided disinfectant after class.
To help maintain a clean and comfortable environment, the studio is a shoe-free space. Please remove your shoes upon entering.
Intro Offer – 4 Classes in 4 weeks (£40)
The Intro Offer is available to new clients only and is valid for 28 days (4 weeks) from the date of purchase.
Valid for all regular yoga classes. Hot Yoga classes are not included.
Late cancellations (within 12 hours of class start time) and no-shows will result in the loss of one class credit.
Any unused classes will expire after 28 days.
The Intro Offer is available to new clients only and may be purchased once per person. The offer cannot be paused, transferred, or extended. Refunds will only be provided where required by applicable law.
10 Class pack – in 10 weeks (£135)
The 10-Class Pack is valid for 70 days (10 weeks) from the date of purchase.
Valid for all regular yoga classes. Hot Yoga classes are not included.
Late cancellations (within 12 hours of class start time) and no-shows will result in the loss of one class credit.
Any unused classes will expire after 70 days.
Class packs cannot be paused, transferred, or extended. Refunds will only be provided where required by applicable law.
The 4 Hot Yoga class pack is valid for 56 days (8 weeks) from the date of purchase.
The package becomes active immediately upon purchase.
Late cancellations (within 12 hours of class start time) and no-shows will result in the loss of one class credit.
Any unused classes will expire after 56 days
Class packs cannot be paused, transferred, or extended. Refunds will only be provided where required by applicable law.
4 Massage Treatments + 1 Complimentary Yoga Class – £300
Includes most 60-minute treatments (Brazilian Lymphatic Drainage excluded)
Valid for 6 months ( 24 weeks) from the date of purchase.
Includes one complimentary yoga class (Hot Yoga excluded).
Please contact us to book your complimentary yoga session.
The package becomes active immediately upon purchase.
Late cancellations and no-shows are subject to our cancellation policy.
Unused treatments cannot be paused, transferred, or extended. Refunds will only be provided where required by applicable law.
Any unused sessions will expire after 24 weeks.
Monthly Member Package - 200£
Membership renews automatically every 4 weeks until cancelled.
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One Osteopathy session
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One Massage treatment ( Brazilian Lymphatic Drainage excluded)
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Four Yoga classes (Hot Yoga excluded)
The package becomes active immediately upon purchase.
To cancel your membership, please contact us by email or phone message at least 7 days before your next renewal date.
Unused classes or treatments may be carried forward to the following month only for appropriate reasons and at our discretion, provided your membership remains active.
Late cancellations and no-shows are subject to our cancellation policy.
Refunds will only be provided where required by applicable law.
Health & Medical Information
Clients are responsible for providing accurate and up-to-date health information and informing Stone & Flow of any medical conditions, injuries, pregnancies, allergies, or changes in health that may affect treatment or participation in classes.
In some circumstances, we may recommend modifying or postponing treatment or class participation if we believe it would be safer or more appropriate to do so.
Personal Belongings
Clients are responsible for their personal belongings while attending appointments or classes. Stone & Flow accepts no responsibility for loss, theft, or damage to personal property except where caused by our negligence.
Yoga Participation at Own Risk
Yoga classes involve physical activity and participation is undertaken at the client's own risk. Clients are responsible for working within their own limits and following the guidance provided by their teacher.
If you have any concerns regarding your suitability for exercise, you should seek advice from an appropriate healthcare professional before attending.
Shower facilities
Showers are located within the toilet facilities of The Gunnery Works Building. Two showers are available in the female toilets and one shower is available in the male toilets.
Photography / Social Media
Photographs or videos may occasionally be taken for promotional purposes. Clients will always be informed in advance and may opt out of appearing in any images or recordings.
Etiquette & Environment
We strive to maintain a calm, welcoming, and restorative environment for all clients. Please be mindful of others who may be attending treatments, classes, or relaxing in the studio. We kindly ask that voices are kept low and mobile phones are switched to silent wherever possible.
Therapist Qualifications
All treatments are provided by fully qualified and insured therapists who work within their professional scope of practice and adhere to high standards of care.
Data Protection & Confidentiality
All personal and health information is treated as strictly confidential and stored securely in accordance with UK data protection legislation. Information will only be shared with your consent or where required by law.
Safeguarding, Consent & Privacy
Your comfort, dignity, and privacy are central to our practice. Consent will be obtained before and throughout treatment, and you may request adjustments or stop treatment at any time.
Appropriate draping will always be used, and only the area being treated will be exposed. Therapists will explain treatments and techniques clearly throughout your session.
We take safeguarding seriously and will act in accordance with relevant safeguarding policies and guidance where concerns arise.
Complaints
We welcome feedback and are committed to providing a high standard of care and service. If you have any concerns, please contact us so that we can work with you to resolve the matter promptly and fairly.
Right to Refuse Service
To protect the wellbeing of our clients, staff, and community, Stone & Flow reserves the right to refuse or discontinue treatment, classes, or services where this is considered unsafe, inappropriate, or where our policies are not respected.
Limitation of Liability
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.
Subject to the above, Stone & Flow shall not be liable for any indirect, incidental, or consequential loss arising from the use of our services.