Terms & Conditions

Version Date: January 1st 2025

Please read these Terms carefully. They explain important information about our services and your responsibilities as a client. By booking or attending an appointment, you agree to these conditions.

1. Our Services

We provide musculoskeletal assessment, treatment, rehabilitation, and wellness services designed to support recovery from injury, manage pain or dysfunction, and enhance movement, performance and overall wellbeing.
Services are primarily delivered by degree and master’s degree–qualified Sports Therapists and Rehabilitation Specialists, with support from Physiotherapists and other allied health professionals where appropriate.
Our services are intended for non-urgent musculoskeletal care. If you experience severe pain or a medical emergency, please contact NHS 111, your GP, or attend A&E.

2. Appointments, Cancellations and Late Arrivals

Appointments can be booked via phone, email, or in person at the clinic.
A minimum of 24 hours’ notice is required to cancel or reschedule an appointment. Cancellations made with less notice, or missed appointments, may be charged at 100% of the session fee.
If you arrive late, your session may be shortened to avoid delaying subsequent clients, and the full session fee will still apply.

3. Fees and Payment

Current fees are displayed within the clinic. Payment is due at the time of your appointment by cash, debit/credit card, or any other accepted method.
Prices may change without notice; however, existing bookings will be honoured at the rate quoted at the time of booking. Outstanding balances may be referred to a debt recovery agency if unpaid.
The Clinic reserves the right to charge interest on overdue payments at a rate of 4% per annum above the Bank of England base rate.

4. Treatment Packages and Prepaid Plans

Treatment packages and Wellness Plans are offered to provide clients with a convenient and cost-effective way to plan their care and rehabilitation.

Packages/plans may cover all of or a specific phase or aspect of your treatment plan, and additional packages can be purchased to continue your progress as required. Payment for packages is required in full at the time of purchase unless otherwise agreed.

Packages are non-refundable once started, if you recover sooner than expected or do not use all of your sessions, any remaining balance may, at the Clinic’s discretion, be transferred to other services or clients, but refunds will not be issued for unused sessions.

All sessions must be used within 12 months of the purchase date unless otherwise stated. Unused sessions will expire after this time and cannot be carried forward or refunded. Packages are for professional time and service provision only and do not guarantee specific outcomes or results. Please see full Recovery and Wellness Plan Ts&Cs here.

5. Insurance and Reimbursement

The Clinic operates on a self-funded basis and does not deal directly with insurance companies or third-party payers.
In some cases, clients may be able to claim back the cost of their treatment through a cash plan or private insurance policy; however, this is the client’s sole responsibility.
The Clinic cannot guarantee that your insurer or plan will reimburse fees, and it accepts no liability for any unpaid or rejected claims. Receipts can be provided upon request.

6. Health Information and Consent

You must provide accurate, complete and up-to-date details of your medical history, medications, and relevant health conditions.
You consent to your therapist conducting physical assessments and treatment within the scope of practice. You understand that no outcome can be guaranteed, and that your response to treatment may vary.
You may withdraw consent and stop treatment at any time.

7. Conduct and Right to Refuse Treatment

We maintain a professional and respectful environment at all times. Aggressive, abusive, or inappropriate behaviour towards staff or other clients will not be tolerated.
We reserve the right to refuse or discontinue treatment if it is considered clinically inappropriate, unsafe, outside our scope of practice, or contrary to our professional standards.
The Clinic will not refuse treatment on any grounds that would contravene the Equality Act 2010.

8. Privacy and Data Protection

We comply with the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
Your personal and health data are collected and stored securely for the purpose of providing care and maintaining accurate clinical records. Clinical records are stored for a minimum of eight years from your last treatment (or until you reach 25 years of age if under 18 at the time of treatment).
You have the right to access, correct, or request deletion of your data at any time in accordance with data protection law.

9. Educational Content and Information

From time to time, the Clinic and its practitioners may provide educational or informational content, whether delivered onsite, offsite, or online – including workshops, talks, events, blog posts, videos, newsletters, or social media – collectively referred to as “Educational Content.”

All Educational Content is for general information only and is not intended as personal medical or therapeutic advice, diagnosis, or treatment. While we take reasonable care to ensure accuracy, the Clinic makes no guarantee regarding the completeness or suitability of the information for any particular purpose.

Educational Content should not replace professional assessment or care from a qualified health practitioner familiar with your circumstances. To the fullest extent permitted by law, the Clinic accepts no liability for any loss, injury, or damage arising from the use of or reliance on such information. 

Always seek the guidance of a qualified health professional for individual assessment and care.

10. Liability and Complaints

While we take all reasonable care in providing our services, we shall not be liable for any injury, loss, or damage arising directly or indirectly from treatment, except where caused by proven negligence.
Clients are responsible for following aftercare instructions and notifying us of any adverse changes.
If you have any concerns about your care, please raise them promptly with your practitioner, our client care team or in writing to the Clinic Manager. We will handle complaints in line with our Complaints Policy.

By attending the Clinic, you confirm that you understand and agree to these Terms.
Full Terms & Conditions are available on request.

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