Terms & Conditions 

1. Introduction

1.1 About Us
Physio Refined LTD (“we”, “us”, “our”) is a mobile physiotherapy provider registered in England and Wales (Company No. 16480978), offering high-quality, evidence-based treatment in the comfort of your home.

1.2 Agreement to Terms
By booking or receiving treatment from Physio Refined LTD, you agree to abide by these Terms & Conditions.

2. Services & Treatment

2.1 Professional Standards
All treatments are carried out by qualified, insured, and HCPC-registered physiotherapists. Treatment plans are tailored to your individual needs following an initial assessment.

2.2 Scope of Practice
Treatments may include hands-on therapy, exercise prescription, electrotherapy, dry needling, cupping, and other advanced techniques where clinically indicated.

3. Environment & Client Responsibilities

3.1 Adequate Space
As a mobile service, it is your responsibility to provide a clean, private, safe, and well-lit area with adequate space for treatment. Please ensure pets and distractions are minimised during the session.

3.2 Clothing Requirements
You may be asked to remove or adjust clothing to allow access to the area being treated. Please wear loose, comfortable clothing that allows movement and access (e.g., shorts and a vest top).

3.3 Chaperone Policy

  • A chaperone must be provided by you if you feel one is needed or required (e.g. for children under 18 or vulnerable adults).

  • We cannot provide a chaperone due to the mobile nature of our service.

  • If no chaperone is available and one is required, treatment will be rescheduled.

4. Appointments & Punctuality

4.1 Timings
We aim to arrive at the agreed time; however, due to the mobile nature of the service and potential traffic delays, appointment times may vary by up to 30 minutes. Every effort will be made to notify you in advance if delays occur.

4.2 Duration
Sessions typically last 30–45 minutes, but may vary depending on clinical need. Please be ready at the scheduled time to maximise your session.

4.3 Late Arrivals by Client
If you are not ready or available at the agreed start time, your session may be shortened accordingly, but the full fee will still apply.

5. Cancellations & Missed Appointments

5.1 Cancellation Policy
You must give at least 24 hours’ notice if you wish to cancel or reschedule an appointment. Failure to do so will result in the full session fee being charged.

5.2 No-Shows
If you are not present or available at the time of your appointment and do not notify us, you will be considered a no-show and charged in full.

5.3 Therapist Cancellations
In rare circumstances (e.g., illness, emergency), we may need to cancel or reschedule your appointment. You will be notified as early as possible, and we will aim to rebook at your convenience.

6. Payments & Refunds

6.1 Fees
Session fees are as stated at the time of booking and are subject to change. You will be notified of any updates in advance.

6.2 Payment Methods
Payment is due at the time of booking or immediately following the session, via bank transfer or card payment (as agreed).

6.3 Refunds
Refunds are issued at the discretion of Physio Refined LTD. Pre-paid sessions or packages are non-refundable once commenced unless under exceptional circumstances.

6.4 Insurance & Co-Payments
If you are using private medical insurance, it is your responsibility to confirm your level of cover and any policy restrictions prior to treatment. Should your insurer decline payment, only cover part of the fee, or apply an excess, you will remain personally liable for the outstanding balance. Payment of this balance must be made directly to Physio Refined LTD in line with our standard payment terms.

7. Conduct, Safety & Liability

7.1 Client Behaviour
Abuse, harassment, or inappropriate behaviour will result in immediate termination of the session and may be reported to relevant authorities.

7.2 Medical Information
You must inform us of any relevant changes in your health or medication before each session. Failure to do so may impact your care.

7.3 Right to Refuse Treatment
We reserve the right to cancel or refuse treatment if we believe it is unsafe, inappropriate, or beyond our scope of practice.

7.4 Liability
While all care is taken to provide safe and effective treatment, results cannot be guaranteed. Physio Refined LTD accepts no liability for any adverse outcomes unless proven to be due to negligence.

8. Privacy & Data Protection

8.1 Confidentiality
All personal, medical, and session information is handled in compliance with the General Data Protection Regulation (GDPR). Your details will not be shared without your consent, except where required by law.

8.2 Clinical Records
We keep secure clinical notes on file for a minimum of 8 years (or until age 25 for minors), as per regulatory guidelines.

9. Changes to Terms

Physio Refined LTD reserves the right to update these Terms at any time. The most current version will always be available upon request or via our website.

10. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

 

Last updated: 26/08/2025