Terms & Conditions

HOME PHYSIO AND REHAB LTD trading as Home Physio & Rehab provides home physiotherapy and related healthcare and rehabilitation services. In these Terms, "we", "us" and "our" mean HOME PHYSIO AND REHAB LTD, and "you" means the patient, or a person requesting or booking on a patient's behalf.

These Terms apply when somebody:

• requests an appointment;
• books an appointment;
• pays for an appointment;
• receives treatment; or
• books on behalf of another person.

Depending on clinical need and the availability of appropriately qualified clinicians, our services may include:

• physiotherapy assessment;
• neurological rehabilitation;
• musculoskeletal physiotherapy;
• orthopaedic rehabilitation;
• post-operative rehabilitation;
• elderly rehabilitation;
• falls prevention;
• mobility and balance rehabilitation;
• sports rehabilitation;
• pelvic-health physiotherapy where appropriately qualified;
• home exercise programmes;
• carer and family education;
• other appropriately described allied-health services where offered.

Physiotherapy outcomes vary between individuals. We do not guarantee any particular clinical outcome, timescale or level of recovery.

Clinical decisions are made using the treating healthcare professional's professional judgement. A clinician may refuse, stop, postpone or alter treatment where, in their professional judgement:

• treatment would be unsafe;
• treatment is clinically inappropriate;
• the request is outside their scope of practice;
• valid consent is absent;
• urgent medical assessment is required;
• the home environment is unsafe;
• necessary equipment or support is unavailable.

Clinicians providing services through Home Physio & Rehab may be engaged under different contractual arrangements, including self-employed arrangements where applicable. The contractual relationship between Home Physio & Rehab and a clinician does not remove or reduce any statutory right available to a patient.

Clinicians remain professionally accountable for their own clinical practice and professional obligations. Home Physio & Rehab remains responsible for the services, systems, representations and administrative functions for which the company is legally responsible.

Physiotherapists using the protected title "physiotherapist" must hold appropriate registration with the Health and Care Professions Council (HCPC). Home Physio & Rehab performs appropriate onboarding and compliance checks before a clinician provides services through us. Depending on the role, checks may include:

• identity;
• HCPC registration;
• qualifications;
• professional experience;
• right-to-work status;
• professional indemnity;
• references;
• DBS information where applicable;
• safeguarding declarations and training.

HCPC registration and membership of the Chartered Society of Physiotherapy (CSP) are different. The CSP is a professional membership body, not a statutory regulator. Where a clinician's profile refers to CSP membership (for example "MCSP"), this reflects information provided by that clinician. Our approach to confirming a clinician's identity and registration is explained in our Clinician Identification & Verification Policy.

Submitting a request through our website, by telephone, by email or through a messaging service is a request for an appointment. It is not, by itself, a guarantee that the appointment has been accepted.

A booking becomes confirmed only once Home Physio & Rehab provides confirmation to you (for example by email, text message or telephone). Until then, we may decline or propose alternatives, for example where no suitable clinician is available.

We aim to display our prices clearly before you make any contractual commitment. There are no hidden mandatory fees. If any additional charge could apply to your appointment (for example travel to certain areas or out-of-hours visits), we will tell you before your booking is confirmed.

Patients and their representatives should provide accurate information relevant to treatment and safety, and tell us about changes. This may include:

• medical history and diagnoses;
• medication where clinically relevant;
• mobility and recent falls;
• recent or planned surgery;
• home environment and access;
• carers or family members who will be present;
• infection risks;
• any safeguarding concerns.

Inaccurate or incomplete information may affect the suitability or safety of treatment.

A family member, carer or other representative may book an appointment for a patient. Making a booking does not automatically give that person authority to make medical decisions for the patient or to access unrestricted clinical information. Consent to treatment is given by the patient wherever they are able to do so. See our Consent, Capacity & Representatives page.

Consent to treatment is separate from data-protection consent and from marketing consent. Agreeing to these Terms is not consent to treatment.

Patients may ask questions, refuse a particular technique, stop treatment or withdraw consent at any time. Your clinician will explain the proposed assessment and treatment and check that you are content to proceed.

Our service is a planned home physiotherapy service and is not an emergency or urgent-care service.

You agree to provide reasonable safe access to the treatment location. A clinician may leave, or decline to begin or continue treatment, where there is:

• violence or threatening behaviour;
• serious environmental danger;
• an uncontrolled aggressive animal;
• an unsafe manual-handling situation;
• a serious infection risk;
• any other unacceptable safety risk.

Payment obligations follow the fee stated in your confirmed booking information and any invoice we issue. Payment is due as stated on the invoice or booking confirmation. We do not apply arbitrary penalties. If a payment is overdue we will contact you before taking any further step.

Our appointment cancellation and non-attendance arrangements are set out in our Cancellation Policy, which forms part of these Terms.

Because bookings can be made online or by telephone, the following applies where relevant.

Where applicable under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer entering a qualifying distance or off-premises service contract may have a statutory 14-day cancellation period beginning after the contract is made.

Where the patient requests that services begin during that period, Home Physio & Rehab may ask for an express request to begin performance before the cancellation period expires.

Where services have begun following such a request and the consumer subsequently exercises an applicable statutory right to cancel, the consumer may be required to pay a proportionate amount for services already supplied where permitted by law.

Where the service has been fully performed during the statutory cancellation period following the required express request and acknowledgement, the statutory right to cancel may be lost in accordance with applicable law.

Nothing in our 24-hour appointment cancellation policy overrides a statutory cancellation right.

To exercise a statutory right to cancel, tell us clearly that you wish to cancel, for example by email to info@homephysioandrehab.uk or by telephone on +44 7846 346246. You may, but do not have to, use the model cancellation wording: "I hereby give notice that I cancel my contract for the supply of the following service: [service and appointment date], ordered on [date], [your name and address], [signature if on paper], [date]."

If we cancel an appointment before the service is delivered, no cancellation fee is payable by you. Any prepayment for that appointment will be refunded or, if you prefer, credited, as legally appropriate. We will try to offer an alternative appointment.

Home visits depend on travel. Reasonable delays may occur because of traffic, weather, an earlier clinical emergency or similar circumstances outside our control. We will keep you informed where we can. A reasonable delay is not a breach of these Terms, but if a visit cannot go ahead we will rearrange it and section 16 applies.

If something goes wrong, we want to know. Our Complaints Policy explains how to raise a concern, what to expect from us and the external bodies you can contact.

We will provide our services with reasonable care and skill. Nothing in these Terms excludes or restricts liability where doing so would be unlawful. In particular, nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by negligence, where applicable;
• fraud or fraudulent misrepresentation;
• your statutory consumer rights, including the right to services performed with reasonable care and skill.

Physiotherapy cannot guarantee recovery, and outcomes vary between individuals. A disappointing outcome does not by itself indicate that treatment was negligent. Inaccurate or incomplete information provided to us may affect treatment and the suitability of advice given.

We are not responsible for losses that were not foreseeable to both of us when the contract was made, or that were caused by events outside our reasonable control, to the extent permitted by law.

These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, subject to any mandatory rights you have to bring proceedings where you live.

If services are supplied in another UK jurisdiction, mandatory local consumer, healthcare and data-protection requirements continue to apply.

We may update these Terms from time to time. The version, effective date and last-reviewed date are shown at the top of this page. The version in force when your booking is confirmed applies to that booking, and we record that version with your booking.