Terms & Conditions
Version Date: 22 July 2026
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, registered with BASRaT, the Society of Sports Therapists, or an equivalent accredited body, with support from Physiotherapists and other allied health professionals where appropriate.
Our services are intended for non-urgent care. If you experience a life-threatening emergency, call 999. For severe pain or other urgent symptoms, contact NHS 111, your GP, or attend A&E.
From time to time we may also share educational content, such as workshops, blog posts, or social media. This is general information only and is not personal medical advice.
2. Continuity of Care
We work as a team, and your care may be carried out by more than one practitioner to maintain the frequency and continuity your treatment plan requires. All practitioners have access to your relevant records to ensure your care stays consistent, and we’re happy to accommodate a preference for a specific practitioner where possible.
3. 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 with less notice, or missed appointments, may be charged at 100% of the session fee to cover the reserved time. If you’re running late, we’ll do our best to fit you in, though your session may need to be shortened and the full fee will still apply; if you’re more than 15 minutes late without letting us know, the appointment may be treated as a no-show and charged in full.
Any deposit paid to secure your appointment is held under these terms, or transferred to a rebooked appointment where proper notice is given. By booking with us, you agree that treatment may begin before any statutory cancellation period that might otherwise apply comes to an end.
4. 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.
5. Insurance and Reimbursement
The Clinic operates on a self-funded basis and does not deal directly with insurance companies or third-party payers. Full payment is due to the Clinic at the time of treatment as set out in Clause 4, regardless of any insurance or cash plan claim.
If you intend to claim back the cost of treatment through a cash plan or private insurance policy, it’s your responsibility to check what your policy covers and confirm this with us before treatment begins. The Clinic cannot guarantee that your insurer or plan will reimburse you, and accepts no liability for any unpaid, delayed, or rejected claims – any dispute about reimbursement is between you and your insurer. Receipts can be provided upon request.
6. 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 for professional time and service provision only and do not guarantee specific outcomes or results.
Full terms; including refunds, transfers, and expiry – are set out in our Treatment Package and Wellness Plan T&Cs which form part of your agreement with the Clinic and are incorporated by reference.
7. Health Information and Consent
To help us provide safe and effective care, please let us know about your medical history, medications, and any relevant health conditions, and keep us updated if anything changes. Our assessment and advice are based on what you tell us and how you present at the time — findings may evolve as your condition changes. In agreeing to treatment, you’re consenting to assessment and care from a Practitioner working within their professional scope of practice, tailored to your individual presentation. As with any healthcare treatment, your response is unique to you, and outcomes can vary from person to person. Consent can be withdrawn and/or treatment stopped at any time. For certain treatments, your Practitioner will discuss the relevant risks and alternatives with you before proceeding, and your consent will be recorded as part of your clinical notes.
8. Use of Note-Taking Technology
We use secure, healthcare-specific AI-assisted transcription software to help produce accurate clinical notes during your appointment, so your Practitioner can stay fully present with you rather than focused on writing notes. This is used solely for your care – if you’d prefer notes taken manually, just let your Practitioner know beforehand. See our Privacy Policy for further detail.
9. Treatment of Minors
Clients under 18 must be accompanied by a parent, guardian, or other appropriate adult, who must remain present for the full duration of every appointment. Written parental/guardian consent is required before treatment begins. We reserve the right to refuse or discontinue treatment if appropriate consent or supervision isn’t in place.
10. Conduct and Right to Refuse Treatment
We’re committed to a professional, respectful environment for everyone at the Clinic. Aggressive, abusive, or inappropriate behaviour towards staff or other clients won’t be tolerated, and may result in a session ending early and future bookings being refused.
Separately, we may refuse or discontinue treatment where we consider it clinically inappropriate or unsafe – this is a normal part of responsible clinical care, and is never applied on grounds that would contravene the Equality Act 2010.
11. Privacy and Data Protection
We comply with UK GDPR and the Data Protection Act 2018. Your data is stored securely for your care and clinical records. Records are kept for a minimum of eight years from your last treatment (or until you’re 25 if under 18 at the time of treatment). You can access or correct your data at any time, and request deletion where we’re not legally required to retain it. See our Privacy Policy for full detail.
12. 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. A treatment not achieving a desired outcome is not, by itself, a valid claim. Clients are responsible for following aftercare instructions and notifying us of any adverse changes.
Nothing here excludes liability for death or personal injury caused by negligence, or anything else the law doesn’t allow us to exclude. Where liable, total liability won’t exceed the fees paid for the treatment or service giving rise to the claim.
If you’re unhappy with any aspect of your care, please raise it with your practitioner or the Clinic Manager in writing, and we’ll handle it under our Complaints Policy.
General Terms
We may amend these Terms at any time; changes apply to new bookings and packages going forward, with anything already purchased continuing under the terms in place at purchase. These Terms are governed by the laws of England and Wales, with the English courts having exclusive jurisdiction. If any provision is found invalid, the rest remains in force.
These Terms are a summary of our full Terms and Conditions of Service, which form part of your agreement with the Clinic and are incorporated by reference. A copy of the full Terms is available on request or at reception.
By booking or attending an appointment, you confirm that you understand and agree to these Terms.
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