Terms & Conditions

Flow State Concierge Ltd (trading as "Flow State") | Version 9 — 21 October 2026 (11.4 Hours guarantee floor changed from 15 to 5 hours; Version 8 of 16 October 2026 added 11.4 and moved the cap to 11.5)

These terms govern your membership with Flow State Concierge Ltd ("Flow State", "we", "us") and your use of our services. By applying for membership, you agree to be bound by them.

We recommend reading these in full before joining. If anything is unclear, contact us at concierge@joinflowstate.club.

1. Membership

1.1. Membership is by application only. We accept or decline applications at our sole discretion and are not required to give reasons.

1.2. Membership is personal and non-transferable. You may not share, lend, or sell your membership or any of its benefits to another person.

1.3. You must be at least 18 years old to apply.

1.4. We may cap the number of memberships available at any tier. Founding Member places are limited to twelve (12). Once filled, no further Founding memberships will be offered.

1.5. By joining, you confirm that all information provided in your application is accurate and complete. If we later discover material inaccuracies, we may terminate your membership.

2. Fees and payment

2.1. Fees are payable monthly, on the 1st of each calendar month, via recurring card payment through Stripe. There is no annual or prepaid option.

2.2. Your membership renews automatically at the end of each monthly billing period unless you cancel in accordance with section 3. You authorise us to charge the payment method on file for each renewal.

2.3. If a payment fails, you have 7 days to resolve it, and the app will tell you which month is unpaid and what happens next. If it is still unpaid after those 7 days, your access to the app and to services is suspended and your upcoming sessions are cancelled, until payment is received. Access returns as soon as the payment is made; cancelled sessions are rebooked with you. If payment remains outstanding after 14 days, we may terminate your membership.

2.4. Standard pricing may be reviewed and increased with 60 days' written notice. Any increase takes effect at the start of the next billing period following the notice period.

2.5. Founding Member pricing. Your founding net fee is held for 36 months from your join date. After that, it is reviewed no more than once a year, and any increase is capped at the lower of UK CPI inflation or 5%. Your founding status, member number and founding benefits are permanent and continue for as long as your membership is continuous. Founding pricing applies to continuous membership only — if you cancel and later rejoin, you rejoin at the standard rate current at that time.

2.6. The membership fee is a management retainer of £5,400 per month (Founding) or £6,600 per month (Standard), inclusive of VAT if and when applicable. The amount you pay does not change when Flow State becomes VAT-registered: before registration no VAT is charged and the full amount is the fee; once registered, the fee comprises a net fee (£4,500 / £5,500 at the current 20% rate) plus VAT, and we issue VAT invoices showing the split. If the statutory VAT rate changes after registration, the VAT element changes with it and the total adjusts accordingly; that reflects the tax only and is not a fee increase under clause 2.4 or the founding hold in clause 2.5 (which applies to the net fee).

2.6a. What the fee covers, and what it does not. The retainer covers the management, arrangement and running of your programme (including the concierge, planning, monitoring, reporting, the founders' dinners described in clause 7.2, and the guarantees in section 11). Third-party services we arrange for you — gym membership, personal training, massage, testing, treatments, recovery, retreat costs — are contracted by and billed to you directly by the provider, at cost, with Flow State acting as your disclosed agent. No provider charges pass through Flow State with a mark-up.

2.6b. Annual retreat. The retreat is designed and organised by Flow State and charged to attending members at cost. Founding Members are eligible from the start of membership; standard members from 12 months' continuous membership (see clause 7.2).

2.7. What the fee covers. Your fee covers our management and running of your programme to the service levels set out in the Flow State product schedule. Those levels are the standard we manage to. They are not an entitlement to a quantity of third-party services, and no third-party service is sold to you by us. Every third-party service is contracted by and billed to you directly by the provider (clause 2.6a). Where you ask for more than the stated level, or for an upgrade, we arrange it on the same basis and the provider bills you directly.

2.8. Travel services. For services delivered outside the UK (travel personal training, worldwide gym access), the product schedule states the level we manage to, expressed as a GBP-equivalent value per session or visit, so you know what we will arrange without asking first. Where local pricing or exchange rates would take a session materially above that value, your concierge will tell you before booking so you can decide. As with every provider service, you are billed directly by the provider.

2.9. Contracting entity. Membership may be held in the name of a company, partnership or family office for the benefit of a named individual. Where membership is contracted business-to-business, the consumer cancellation rights in clause 3.4 do not apply, and the fee-review mechanics in clauses 2.4–2.6 apply as written.

2.10. Spouse or partner membership. A member's spouse or partner may join at 50% of the member's tier fee, sharing household context and scheduling. Availability is capacity-limited (a maximum of three spouse memberships across the founding cohort) and may be waitlisted.

3. Cancellation and refunds

3.1. All cancellations must be submitted in writing by emailing concierge@joinflowstate.club. Verbal requests, phone calls, or messages to individual staff members do not constitute valid notice. Your cancellation is effective from the date we acknowledge receipt in writing.

3.2. Monthly members. 30 days' written notice is required. Your membership and all associated services will end on the last day of the calendar month in which the notice period expires. You will continue to have full access to your membership benefits until that date.

3.3. Founding 90-day fit period. For Founding Members, during the first 90 days of membership either party may end the membership on 7 days' written notice, without the 30-day period in clause 3.2. You pay only for calendar months commenced, and you keep your Health Strategy document. This right sits alongside, and does not reduce, your statutory rights including the cooling-off right in clause 3.4.

3.4. Cooling-off period. If you purchase your membership at a distance (for example, online or by phone), you have a statutory 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. During this period, you may cancel for a full refund minus the value of any services already used. This right does not apply to memberships purchased in person.

3.5. Refunds are processed within 14 business days of confirmation and returned to the original payment method.

3.6. We may terminate your membership immediately and without refund for serious or repeated breach of these terms, including but not limited to misconduct (section 8) or non-payment (section 2.3).

4. Services

4.1. Your membership comprises the management and coordination of your health programme — the running, arranging and oversight of gym access, personal training, recovery, testing and wellness services delivered by third-party providers with whom you contract directly (clause 2.6a) — plus access to member events, as specified by your membership tier.

4.2. Services are arranged through vetted third-party providers. Availability varies by location, and specific facilities, trainers, or appointment times cannot be guaranteed.

4.3. We use reasonable endeavours to fulfil all requests promptly, but we do not warrant that every request will be met exactly as specified.

4.4. Service norms (such as typical session counts) describe the level of service we manage your programme to; they are not credits or entitlements and do not accrue, roll over, or convert to refunds.

4.5. We may modify, replace, or discontinue specific services at any time, provided the overall standard and scope of your membership tier is maintained. We will notify you of material changes with reasonable notice.

5. Partner facilities

5.1. Access to partner gyms, studios, and recovery facilities is subject to their own rules, policies, and availability. You are responsible for complying with those rules.

5.2. We do not own or operate partner facilities. We act as an intermediary arranging access on your behalf.

5.3. Partner facilities may change. If a facility becomes unavailable, we will arrange a suitable alternative at the same standard. We are not liable for temporary closures, maintenance periods, or changes to a facility's own operating hours.

6. Personal training and recovery

6.1. Training and recovery sessions require a minimum of 24 hours' notice to cancel or reschedule. Sessions cancelled with less than 24 hours' notice, or missed without notice, are forfeited. No credit or refund is given for forfeited sessions.

6.2. Trainers, physiotherapists, massage therapists, and other recovery providers are independent contractors or third-party partners. They are not employees of Flow State.

6.3. Certain services may require a health screening or questionnaire before your first session. You are responsible for completing this accurately and promptly.

7. Network and events

7.1. Member events and networking opportunities are offered subject to availability and capacity. This does not apply to the founders' dinners in clause 7.2, which we commit to holding.

7.2. Certain events have minimum membership duration requirements:

• Founders' dinners: Flow State will hold six founders' dinners in each calendar year and pays for them in full, at venues of our choosing. Attendance is part of what your membership fee buys, and there is no separate charge to you. Available to members who have held continuous membership for at least 3 months. Founding Members are eligible from the start of their membership. This commitment is not qualified by clauses 7.1 or 7.3: if a dinner is cancelled or moved, we will hold a replacement so that six take place in the year.
• Annual retreat: available to standard members who have held continuous membership for at least 12 months. Founding Members are eligible from the start of their membership. Retreat costs are charged at cost per clause 2.6b.

7.3. Specific cancellation policies for individual events will be communicated at registration. We reserve the right to cancel, reschedule, or modify events with reasonable notice, subject to the replacement commitment in clause 7.2 for founders' dinners.

7.4. Attendance at events is personal to members. You may not bring guests unless explicitly invited to do so.

8. Member conduct

8.1. You are expected to conduct yourself with professionalism and courtesy at all times — towards other members, staff, trainers, and facility personnel.

8.2. You must comply with all rules and policies at partner facilities.

8.3. The following will result in immediate termination of your membership without refund:

• Abusive, threatening, or discriminatory behaviour towards any person.
• Harassment of any kind, including but not limited to verbal, physical, or online harassment of members or staff.
• Illegal activity on or in connection with Flow State premises, events, or services.
• Repeated failure to comply with facility rules after a warning.

8.4. We reserve the right to investigate complaints and to suspend membership pending investigation.

9. Health and safety

9.1. Physical activity carries inherent risks. You participate in all training, recovery, and physical activities at your own risk.

9.2. You should consult a qualified physician before beginning any exercise programme, particularly if you have pre-existing health conditions.

9.3. You are responsible for disclosing all relevant health conditions, injuries, allergies, and medications to your trainers and service providers. Failure to disclose may affect the safety and suitability of services provided, and Flow State accepts no liability for consequences arising from non-disclosure.

10. Membership card

10.1. Your membership card remains the property of Flow State and must be returned within 14 days of your membership ending.

10.2. Cards are non-transferable. Lending your card to another person or using it to grant access to non-members will result in immediate termination without refund.

10.3. Report lost or stolen cards to us immediately. A replacement fee of £25 applies.

11. Service guarantees

11.1. Response guarantee. We will acknowledge every member request within 24 hours, every day of the year. “Acknowledge” means a substantive human response — an automated receipt does not count. A “request” is a message that asks us to do, find, arrange, change or answer something. A message that only acknowledges, thanks or confirms, and asks nothing of us, is not a request and needs no reply. If we fail, your next month's fee is credited by one month. This is automatic on verified failure — you do not need to claim.

11.2. Continuity guarantee. Your programme's coordination never stops because your circumstances changed — travel, reschedules and plan changes are absorbed by us. If we drop the thread (a scheduled coordination action missed through fault attributable to us), the month is credited.

11.3. Fix-it guarantee. If a provider we arrange falls short of the agreed standard, we will remedy it (replacement session, alternative provider, or equivalent) at no cost in time or money to you. This covers our remedy of the shortfall; the provider's own performance remains subject to clause 12.1.

11.4. Hours guarantee. Your Value Ledger is our record of the work done for you each month. Each action is timed at the standard we publish in the app, and the month's total is shown in whole hours, rounded down. In every full calendar month of membership it will show at least 5 hours handed back. If it shows fewer, that month is credited. This guarantee does not cover the calendar month in which you join, or any month in which you have asked us in writing to stand your programme down. Only work with a record behind it counts.

11.5. Cap and remedy. Credits under this section are capped at one month's fee in any rolling three-month period, are applied against future fees, and are the sole remedy for the matters they cover. If your membership ends before a credit has been applied, the unused credit is refunded under clause 3.5. Guarantees apply only where you have provided accurate information, maintained your account in good standing, and complied with these terms. Force majeure (section 16) and cancellations by you are excluded.

12. Liability

12.1. We are not liable for acts, omissions, negligence, or defaults of partner facilities or third-party service providers. Your use of their services is subject to their own terms and conditions.

12.2. We are not liable for loss of or damage to personal property at any facility, event, or location used in connection with your membership.

12.3. To the fullest extent permitted by law, our total aggregate liability to you in connection with your membership — whether in contract, tort, or otherwise — is limited to the total fees you have paid to us in the 12 months immediately preceding the event giving rise to the claim.

12.4. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

12.5. We are not liable for any indirect, consequential, or special losses, including loss of income, profit, or opportunity.

13. Intellectual property

13.1. All content, branding, programmes, methodologies, materials, and designs created or provided by Flow State remain our intellectual property. This includes but is not limited to training programmes, recovery protocols, member resources, written content, photography, and brand assets.

13.2. You may not reproduce, distribute, modify, or commercially use any Flow State intellectual property without our prior written consent.

13.3. Membership does not grant you any licence or right to use our trademarks, logos, or brand identity.

14. Privacy and data

14.1. We process your personal data in accordance with our Privacy Policy, available at joinflowstate.club/privacy.

14.2. We share necessary personal information (such as your name and contact details) with partner facilities and service providers for the purpose of delivering your membership services. Health information is special category data under UK GDPR and is handled only under a separate, explicit consent form completed at onboarding — it is not covered by acceptance of these terms, and you may withdraw that consent at any time.

14.3. We may use photographs or video taken at Flow State events for marketing purposes unless you notify us in writing that you do not wish to be featured. This notification can be sent at any time to concierge@joinflowstate.club.

15. Confidentiality

15.1. You agree to keep confidential all information about other members, including but not limited to their identity, contact details, personal circumstances, and any information shared during events or networking.

15.2. You must not share member details with non-members without the explicit consent of the member concerned.

15.3. Any deal flow, investment opportunities, or business introductions facilitated through the Flow State network are confidential and must not be disclosed externally without the consent of all parties involved.

16. Force majeure

16.1. We are not liable for any failure or delay in performing our obligations where that failure or delay results from circumstances beyond our reasonable control. This includes, but is not limited to: natural disasters, pandemics, government orders or restrictions, strikes, utility failures, cyberattacks, or the closure or unavailability of partner facilities for reasons outside our control.

16.2. If a force majeure event continues for more than 60 consecutive days and materially prevents us from delivering your core membership services, you may cancel your membership and receive a pro-rata refund for the affected period.

16.3. We will notify you as soon as reasonably practicable of any force majeure event and the steps we are taking to minimise disruption.

17. Dispute resolution

17.1. If you have a complaint or dispute, please raise it with us first by contacting concierge@joinflowstate.club. We will acknowledge your complaint within 5 business days and aim to resolve it within 20 business days.

17.2. If we cannot resolve the matter informally, either party may refer the dispute to mediation administered by the Centre for Effective Dispute Resolution (CEDR) before commencing legal proceedings.

17.3. Nothing in this section prevents either party from seeking urgent injunctive relief through the courts where necessary.

18. General

18.1. These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes.

18.2. We may amend these terms at any time. We will give you at least 30 days' written notice of material changes. Your continued membership after the notice period constitutes acceptance. If you do not agree with the changes, you may cancel under section 3.

18.3. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.

18.4. Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

18.5. These terms, together with our Privacy Policy, constitute the entire agreement between you and Flow State regarding your membership.

Flow State Concierge Ltd (trading as "Flow State") Registered in England and Wales Website: joinflowstate.club Contact: concierge@joinflowstate.club