Wandsworth Physiotherapy – Terms and Conditions

These Terms and Conditions explain how appointments, payments, cancellations, insurance claims and clinical services are managed at Wandsworth Physiotherapy. They are intended to help appointments run smoothly, clarify expectations and ensure that all Clients understand how the clinic operates before booking or attending treatment.

By booking, attending, or paying for an appointment, Clients agree to these Terms and Conditions.

Introduction

These Terms and Conditions govern all appointments, consultations, treatments, and services provided by Wandsworth Physiotherapy (“the Provider”). By booking, attending, or paying for an appointment, Clients agree to be bound by these Terms and Conditions.

These Terms and Conditions should be read alongside the Provider’s Consent to Treatment Agreement and Privacy Policy.

Appointments and Consultations

Clients are responsible for selecting and booking the appropriate appointment type, whether booked online, by telephone, email, or in person.

Our reception and administrative team are not clinicians and cannot diagnose conditions, medically triage injuries, determine treatment suitability, or guarantee treatment outcomes prior to assessment. Any information provided before an appointment is general guidance only and should not be interpreted as medical advice or confirmation that a specific treatment will be appropriate or delivered.

If a Client is unsure which appointment type to book, the Client is responsible for seeking clarification before confirming the booking.

All initial appointments — including:

• a Client’s first visit to the clinic; or
• any return visit relating to a new condition, injury, symptom, body part, or service

— are consultations.

The purpose of the consultation is to:

• assess the Client’s condition;
• establish whether treatment is clinically appropriate;
• determine whether the Provider is able to offer treatment safely and effectively; and
• formulate an appropriate management plan.

In the vast majority of cases, treatment will also be provided during the consultation. However, treatment cannot be guaranteed prior to assessment. Following assessment, the Provider may determine that:

• treatment is not clinically appropriate;
• further investigations or medical review are required;
• onward referral is more appropriate; or
• the condition falls outside the Provider’s scope of practice.

Where a consultation has taken place, the consultation is deemed to have been delivered in full, regardless of whether hands-on treatment, rehabilitation, acupuncture, injection therapy, or other interventions are ultimately provided.  Consultation fees are therefore non-refundable.

Insurance-funded appointments are generally 30 minutes. Self-funding appointments may be 30 or 60 minutes depending on the service selected.

Appointments are delivered according to the duration booked and paid for. Once within the 24-hour cancellation period, appointments cannot be shortened and unused appointment time cannot be refunded.

Appointment time includes:

• face-to-face assessment and treatment;
• clinical reasoning and treatment planning;
• writing clinical notes;
• producing reports or referral letters;
• preparing exercise programmes; and
• other administrative tasks directly relating to the Client’s episode of care.

These activities form part of the booked appointment time and may be completed without the Client being physically present in the room. Therapists cannot provide care, administrative work, exercise planning, or correspondence relating to a Client’s case outside the booked session time unless separately agreed and paid for.

Clients are expected to arrive on time. If a Client arrives late, treatment time may be reduced to avoid disrupting subsequent appointments. The full appointment fee will still apply.

By attending an appointment, the Client consents to receiving assessment and treatment from any practitioner engaged by the Provider. Clients may withdraw consent to treatment at any time. Treatment outcomes vary between individuals and cannot be guaranteed.

The Provider accepts no liability for worsening symptoms, failed outcomes, or recurrence of symptoms in the absence of negligence.

Clients agree to follow clinical advice, including recommended treatment frequency and prescribed exercises, to maximise the likelihood of successful outcomes.

Wandsworth Physiotherapy may utilise voice-to-text artificial intelligence software and related digital technologies to assist with:

• clinical note transcription;
• drafting referral letters;
• preparing reports;
• producing exercise programmes;
• generating clinical summaries; and
• other administrative or communication tasks connected to a Client’s care.

Any recordings used for transcription purposes are anonymised where reasonably possible and deleted after 30 days. All clinical documentation remains reviewed and approved by the treating clinician.

Fees and Payment

All appointments must be secured with payment details at the time of booking. Clients agree to provide valid payment information to be securely stored using the Provider’s payment processing systems. All fees are payable upon request.

If payment is not made when due:

• the Provider reserves the right to suspend further appointments;
• outstanding balances may be referred to debt recovery or collection services; and
• Clients remain liable for any additional recovery or administrative costs incurred.

Where a refundable appointment payment is returned following cancellation outside the cancellation window, a 1.9% administration fee may be deducted from the refunded amount to cover third-party payment processing costs.

Where an appointment, consultation, or service has been delivered, fees are non-refundable. Once inside the cancellation window, appointments cannot be shortened and no refunds will be issued for unused appointment time.

Cancellation and Rescheduling Policy

Clients must provide a minimum of 24 hours’ notice to cancel, alter, or reschedule an appointment. Appointments cancelled with less than 24 hours’ notice, or appointments not attended, will be charged in full. Clients authorise the Provider to charge the stored payment method for these amounts.

Once an appointment falls within the 24-hour cancellation period:

• appointment duration cannot be reduced;
• unused appointment time cannot be credited or refunded; and
• treatment plans cannot be retrospectively altered to reduce fees.

Medical Insurance

Clients remain personally responsible for all treatment costs incurred with the Provider, including where private medical insurance is used. Any excess, shortfall, rejected claim, non-payment, or fee not covered by the insurer remains payable by the Client. The Provider may charge the Client’s stored payment method where outstanding amounts remain unpaid.

Clients are responsible for:

• obtaining insurer authorisation;
• confirming the number of sessions authorised;
• confirming which body part or condition is covered;
• confirming whether the treating practitioner is recognised by the insurer; and
• ensuring sufficient cover exists before attending appointments.

Any appointments attended before valid insurance details are provided are treated as self-funding appointments between Client and Provider and are non-refundable.

Authorisation codes generally apply to a single body part or condition. Additional conditions or body parts may require separate authorisation.

The Provider is not responsible for:

• insurer administration errors;
• inaccurate information provided by insurers;
• misunderstandings between insurers and Clients;
• changes to insurance cover; or
• insurer refusal to reimburse treatment.

All practitioners engaged by the Provider are appropriately qualified, registered, and legally entitled to practise. Insurance reimbursement remains subject to the insurer’s own recognition policies.

Private medical insurers do not cover late cancellations or missed appointments. Appointments cancelled with less than 24 hours’ notice, or not attended, become the personal financial responsibility of the Client and are charged at the Provider’s standard self-funding rate.

Clinical Expectations and Outcomes

The Provider cannot guarantee treatment outcomes, recovery times, symptom resolution, or suitability for specific activities. Clinical recommendations are based on professional opinion using the information available at the time of assessment.

Clients are responsible for:

• providing accurate and complete medical information;
• informing the Provider of changes in symptoms or medical status;
• following prescribed rehabilitation advice; and
• attending recommended reviews where clinically appropriate.

Failure to follow clinical recommendations may impact treatment outcomes. The Provider reserves the right to decline, discontinue, or modify treatment where clinically appropriate.

Behaviour and Conduct

The Provider operates a zero-tolerance policy toward:

• abusive behaviour;
• threatening conduct;
• harassment;
• discrimination;
• aggressive communication; or
• inappropriate behaviour toward staff or practitioners.

The Provider reserves the right to terminate appointments or refuse ongoing treatment where such behaviour occurs. Charges for booked appointments will still apply.

Privacy and Data Protection

The Provider processes personal information in accordance with applicable UK data protection legislation. Further information regarding the collection, storage, and processing of personal data is available within the Provider’s Privacy Policy.

Clients confirm that:

• the personal information provided belongs to them; and
• they are not using another person’s details to obtain services,

except where a parent or legal guardian is booking for a child under 16 years old.

The Provider accepts no liability arising from fraudulent or unauthorised use of another individual’s personal information.

Complaints, Feedback and Governance

Wandsworth Physiotherapy is committed to providing a high standard of care and service. We welcome feedback and take all concerns seriously, as they help us improve our services.

How to raise a concern or complaint

If you are unhappy with any aspect of your care or experience, you can raise your concern by speaking to a member of the clinic team or by contacting us in writing via email or post.

What happens next

1. Acknowledgement
   We will acknowledge receipt of your complaint within 3 working days.
2. Investigation
   Your complaint will be reviewed by an appropriate member of the management team who was not directly involved in your care where possible. This may include reviewing clinical notes and speaking with the clinician(s) involved.
3. Response
   We aim to provide a full written response within 20 working days. If we are unable to meet this timeframe, we will contact you to explain the reason for the delay and provide an updated timescale.
4. Outcome
   We will explain the findings of our investigation and, where appropriate, outline any actions taken as a result of your complaint.

Further steps

If you remain dissatisfied after our final response, you may wish to seek advice from the relevant professional or regulatory body, such as the Chartered Society of Physiotherapy or the Health and Care Professions Council.

We use feedback and complaints to review and improve our clinical and operational processes wherever possible.

General Terms

The Provider reserves the right to amend these Terms and Conditions at any time. The latest version will always be available on the Provider’s website. These Terms and Conditions are governed by the laws of England and Wales. By booking or attending appointments with the Provider, Clients confirm that they have read, understood, and accepted these Terms and Conditions.