1. Appointments and Bookings

​

• Initial Assessment: All new patients must undergo a comprehensive initial assessment before any ongoing treatment plan can begin.

• Booking Confirmation: An appointment is only considered confirmed once you receive an email or text confirmation from us.

• Identification: For safety and verification, our physiotherapists may ask to see photo ID on their initial visit, and they will always present their own professional identification upon arrival.

​​

2. Home Environment and Safety Requirements

​

To ensure a safe and effective treatment session, the client agrees to provide a suitable environment:

​

• The Treatment Space: The room used for treatment must be clean, safe, well-lit, adequately heated, and have enough clear floor space for the therapist to move around safely.

• Pets: All domestic animals must be secured in a separate room for the entire duration of the therapist's visit.

• Third-Party Presence: If the patient is a minor (under 18) or a vulnerable adult, a parent, legal guardian, or registered caregiver must be present in the home for the entire duration of the appointment.

​​

Right to Refuse Service: Our therapists reserve the right to terminate a session immediately if they deem the environment unsafe, unhygienic, or if they experience any form of verbal or physical harassment. In these rare instances, the full session fee remains payable.

​

3. Cancellations, Lateness, and No-Shows

​

Because our therapists block out travel time specifically for your appointment, we enforce a strict cancellation policy:

​

• Notice Period: Cancellations or rescheduling requests must be made at least 24 hours prior to the scheduled appointment time.

• Late Cancellations: Cancellations made with less than 24 hours' notice will be charged at 100% of the session fee.

• No-Shows / Inability to Access: If the therapist arrives at the property within the agreed time window and cannot gain entry after 15 minutes of trying to contact you, it will be treated as a no-show. The session will be forfeited and charged in full.

• Therapist Lateness: Due to the unpredictable nature of traffic and travel, our therapists have a 15-minute grace window. If they are running more than 15 minutes late, they will contact you to give an updated ETA, and your full treatment time will still be honoured.

​​

4. Fees and Payment Terms

​

• Pricing: Rates are inclusive of travel costs within our defined catchment area. Locations outside this zone may incur a clearly communicated travel surcharge.

• Payment Methods: Payment must be made via bank transfer, credit/debit card, or online payment link either at the time of booking or within 24 hours of the completed session.

​​

5. Medical Disclosures and Consent

​

• Accurate History: You must provide an accurate and up-to-date medical history, including any changes to your medications or health status between sessions.

• Informed Consent: Physiotherapy involves physical manipulation and exercise. Your therapist will explain the risks and benefits of any treatment. You have the right to pause or refuse any part of the treatment at any time.

​​

6. Liability and Data Protection

​

• Property Damage: While our therapists take the utmost care, we accept no liability for accidental damage to your home or property unless it is proven to be caused by gross negligence.

• Privacy: All medical and personal data is handled securely in strict accordance with standard data protection regulations (such as GDPR). Your notes will never be shared with third parties without your explicit consent, except when coordinating care with your GP or consultant.

 

7. Communication with Family Members & Third Parties

 

We understand that family members may wish to stay informed about your treatment progress. To ensure our clinical time remains focused on patient care, the following policies apply:

​

• Patient Consent: No information will be shared with family members without the explicit, documented consent of the patient (or legal health representative).

• Included Updates: Short, routine clinical updates (under 5 minutes) via phone or email to a single, nominated family spokesperson are free of charge.

• Extended Consultations: Family discussions, progress reviews, or telephone consultations lasting longer than 5 minutes will be treated as clinical time. These are billed pro-rata at our standard hourly rate of £100 per hour, in 15-minute increments.

​​

Case Conferences: Formal meetings requested by the family to discuss long-term care plans or multi-disciplinary outcomes must be booked in advance and will be invoiced as a standard session fee.