Introduction

Welcome to physiob.co.uk ("we," "our," or "us"). These Terms & Conditions govern both your use of our website and the provision of physiotherapy services at our clinic. By accessing or using our website, you agree to be bound by these Terms. If you do not agree with these Terms, please do not use our website.

PART A: CLINIC SERVICE TERMS

1. Appointments and Bookings

• Booking Basis: All bookings are made on a first-come, first-served basis and are subject to availability.
• Scheduling: Appointments may be scheduled online (via our website or the Square booking platform), directly with an available physiotherapist, or over the phone.
• Individual Use: Each booking is made for one individual only; sessions cannot be shared or transferred.
• Clinic Environment & Guests: To provide every patient with a calm and private treatment experience, accompanying persons are asked to wait in the reception area. Conversations with accompanying persons during treatment are not permitted, as they disrupt the session and affect treatment quality. Only the patient and the physiotherapist may stay in the treatment room unless a carer is essential. Patients should not arrive at the appointment with small children unless the child is the patient.

2. Cancellation and Rescheduling Policy

• Notice Period: We kindly request a minimum of 24 hours' notice for any cancellations or rescheduling.
• Late Cancellations & No-Shows: Cancellations or reschedules made with less than 24 hours' notice, or failure to attend an appointment, will result in the full session fee being charged.
• Insurance: Insurance providers do not cover missed or late-cancelled appointments; therefore, payment remains your responsibility.
• Refunds: For cancellations made at least 24 hours in advance, a refund (if applicable) will be processed to your original payment method within 5–7 working days.
• Forfeiture: Late changes (within 24 hours) will result in forfeiting any prepaid fees.
• Packages: For clients with treatment packages, one session will be deducted from the remaining total if a late cancellation or no-show occurs.
• Emergencies: Cancellations due to illness or emergencies may be accepted at the clinic's discretion upon verification of the situation.
• Package Policy: There are no refunds for prepaid packages. If a patient is unable to continue with their treatment plan for any reason, the remaining sessions may be transferred to a friend or family member designated by the patient.

3. Late Arrivals

• Arrival Time: Please arrive on time for your appointment and 15 minutes before your first appointment with us.
• Grace Period: The therapist will wait up to 15 minutes after your scheduled start time.
• Session Duration: Session time is measured from the moment the patient enters the treatment room until the moment they leave.
• Shortened Sessions: Sessions for late arrivals may be shortened to ensure the next appointment begins punctually. Full session fees still apply for shortened treatments.

4. Personal and Medical Information

• Disclosure: Clients must provide accurate personal details and a complete medical history prior to treatment. This information is required to ensure your safety, treatment suitability, and insurance compliance.
• Responsibility: Failure to disclose relevant medical information may result in treatment refusal and no liability accepted for any resulting adverse outcomes. The clinic team cannot be held responsible for complications arising from withheld information or failure to follow advice or aftercare instructions.

5. Gift Vouchers

• Validity: Gift vouchers are valid for six (6) months from the date of issue.
• Terms: Vouchers are non-transferable, non-refundable, and cannot be exchanged for cash.
• Combinations: Vouchers cannot be used in conjunction with other promotions or discounts, unless specifically stated.

6. Modifications to Services and Prices

• Changes: Service descriptions and prices are subject to change without prior notice.
• Right to Modify: The clinic reserves the right to modify, suspend, or discontinue any service (in whole or in part) at any time. The clinic shall not be liable to you or to any third party for price changes, service modifications, or discontinuations.

PART B: GENERAL & WEBSITE TERMS

7. Liability and Disclaimers

Clinical Liability

• All treatments are performed by qualified practitioners in accordance with recognised professional standards.
• By attending treatment, you acknowledge that physiotherapy may involve manual techniques and therapeutic equipment which can occasionally cause temporary discomfort or mild soreness as part of the natural healing process.
• The clinic shall not be held liable for any indirect, consequential, or incidental damages (such as loss of income, travel expenses, or inconvenience) arising from treatments or services, except in cases of negligence or statutory liability that cannot be excluded under UK law.

Website & Information Liability

• No Medical Advice: The content provided on physiob.co.uk (text, images, treatment info) is for informational purposes only. It is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physiotherapist or GP regarding a medical condition.
• Accuracy: While we strive to ensure website information is accurate, we do not warrant or guarantee the completeness or suitability of the information provided. To the fullest extent permitted by law, we disclaim all warranties regarding the use of our website.

8. Data Protection (UK GDPR Compliance)

• All client information is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.
• Personal and medical data are stored securely and confidentially, used only for the purposes of treatment, follow-up care, and legitimate business operations.
• Clients have the right to access, correct, or request deletion of their data at any time by contacting the clinic in writing.
• Data will never be shared with third parties without your explicit consent, except where required by law or professional regulation.

9. Intellectual Property

All content on physiob.co.uk, including text, images, graphics, logos, and other material, is the property of PhysioB or its content suppliers and is protected by intellectual property laws. You may not reproduce, distribute, or otherwise use any of the content on our website without our express written permission.

10. Third-Party Links

Our website may contain links to third-party websites not controlled by us. These links are provided for convenience and do not imply endorsement. We are not responsible for the content or privacy practices of these external sites.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or related to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Updates to These Terms

• The clinic reserves the right to amend these Terms & Conditions at any time without prior notice.
• Updates will be published on our website or made available at reception.
• Continued use of our services following any updates constitutes acceptance of the revised Terms.