Last Updated: 11/12/2025
These Terms & Conditions (“Terms”) apply to all physiotherapy, rehabilitation, manual therapy and massage services provided by The Weald Physiotherapy (“we”, “our”, “us”). By booking an appointment, you (“you”, “the client”, “the patient”) agree to these Terms.
1. Appointments, Payments & Service Area
1.1 Booking & Payment
- All appointments must be paid in full at the time of booking through our secure online booking system (WriteUpp).
- Appointments are not confirmed until payment has been received.
1.2 Prices
- Current fees are listed on our website and may change with reasonable notice.
1.3 Home Visit Area
- We provide home-visit services only within Tenterden and St Michael’s (Kent).
- If an appointment is booked outside this area, we reserve the right to cancel the appointment and issue a refund (minus any non-refundable transaction fees).
- If your address is outside this area, we may contact you to clarify the location before cancelling.
2. Cancellation, Rescheduling & Refunds
2.1 Standard Cancellation Policy
- More than 24 hours before the appointment → Full refund.
- Less than 24 hours before the appointment → No refund.
- You may reschedule more than 24 hours before the appointment at no cost.
2.2 Exemptions (at our discretion)
We may offer a refund or free rescheduling if cancellation within 24 hours is due to:
- Bereavement.
- Emergency medical situation.
- Severe sudden illness.
Personal or non-urgent reasons (e.g., forgetting the appointment, delays at work) do not qualify.
2.3 Administrative Fee
If you cancel an appointment more than 24 hours in advance by personal choice, a £5 administration fee may be deducted from your refund to cover non-refundable payment processing costs.
2.4 Refund Method
Refunds are issued to the original payment method and typically take 5–10 working days.
2.5 Therapist Cancellation
If we must cancel due to illness, emergency, or unforeseen circumstances, you will be offered the earliest available alternative appointment or a full refund.
3. Late Arrival
- If you arrive late (or are not ready when we arrive for a home visit), your session will end at the scheduled time.
- Full fees still apply.
4. Home Visit Safety Requirements
4.1 Access & Environment
You must ensure:
- A clean, safe and reasonably tidy area for treatment.
- Sufficient space for assessment and a portable treatment table.
- Safe and clear access to your home.
- Please ensure that the entrance to your property is safely accessible, well-lit where possible, and free from obstacles (e.g., bins, clutter, uneven mats). This helps ensure safe arrival and prevents accidents during entry or exit.
If suitable conditions cannot be provided, the appointment may be cancelled without a refund.
4.2 Animals
Pets must be kept out of the treatment area and unable to interfere with the session.
If animals prevent safe or professional treatment, the appointment may be ended without a refund.
5. Behaviour, Conduct & Professional Boundaries
5.1 Respectful Conduct
We maintain a safe and professional clinical environment. If a client behaves in a way that is:
- Abusive.
- Threatening.
- Rude.
- Disrespectful.
- Inappropriate.
- Discriminatory.
- Harassment and Sexual Harassment.
The session may be ended immediately without refund and future services may be declined.
5.2 Scope of Practice
As an HCPC-registered physiotherapist and CSP member, we must work within professional, ethical and legal boundaries. We may decline or discontinue treatment if:
- You request services outside our scope.
- Your expectations conflict with safe clinical practice.
- Continuing treatment would be inappropriate or unsafe.
6. Clinical Requirements, Screening & Documentation
6.1 Mandatory Forms
Before treatment, you must:
- Complete all required screening and consent forms.
- Provide accurate and complete medical information.
Incomplete or missing forms may result in cancellation and require rebooking.
6.2 Informed Consent
- Treatment cannot proceed without informed consent.
- You may withdraw consent at any time.
6.3 Red Flags & Safety Considerations
If clinical screening identifies symptoms requiring alternative or urgent investigation:
- We may decline treatment.
- Advise a GP or emergency referral.
- Postpone or cancel your session (with a refund where appropriate).
This is for your safety.
6.4 Use of Clinical Documentation Technology (Heidi Health AI)
To support accurate, efficient and clinically compliant documentation, we use Heidi Health AI to assist with clinical note generation.
- Only necessary clinical information is processed.
- Notes are stored securely within the WriteUpp system.
- AI-assisted notes remain fully reviewed and verified by the physiotherapist.
- We do not use AI for diagnosis or clinical decision-making.
This use aligns with our privacy policy and UK data protection regulations.
7. Children, Young People and Vulnerable Adults
7.1 Minors and Children
- Children under 16 years of age must have a parent or legally authorised guardian present for the duration of the appointment.
- Consent for treatment must be provided by the parent/guardian before the session begins.
- Treatment will not proceed if a parent/guardian is not present or has not given consent.
7.2 Vulnerable Adults
- Where a client is considered vulnerable (e.g., due to disability, cognitive impairment, or other circumstances affecting capacity), a responsible adult must be present if required to ensure safety and consent.
- Consent must be obtained from the client themselves if possible, or from a legally authorised representative where necessary.
7.3 Safeguarding
- The Weald Physiotherapy follows all relevant safeguarding legislation and professional guidance.
- Any concerns regarding the safety or well-being of a minor or vulnerable adult will be reported to the appropriate authorities.
- Staff are trained to recognise signs of abuse or neglect and will act according to safeguarding procedures.
- All reports will be made in line with statutory safeguarding procedures and in accordance with professional guidance.
7.4 Safeguarding Children, Young People and Vulnerable Adults
- Where a patient is a child, young person, or vulnerable adult, we may collect and process personal data of a parent/guardian or responsible adult to ensure safe treatment.
- We have statutory obligations to report any concerns regarding the safety or well-being of minors or vulnerable adults to the appropriate authorities.
- Any personal data processed in relation to safeguarding will be used only for this purpose and retained in line with legal and professional requirements.
8. Hygiene & Infection Control
Maintaining high standards of hygiene is essential for safe physiotherapy and massage practice, particularly during home visits.
8.1 Our Hygiene Standards
We maintain strict hygiene and infection-control procedures. This includes:
- Regular cleaning of all equipment before and after each appointment.
- Use of clean linens/towels for every client.
- Hand hygiene before and after all treatment.
- Safe disposal of any waste.
- Adherence to HCPC/CSP infection-control guidance.
8.2 Client Hygiene Expectations
To ensure safe, comfortable and effective treatment, clients are expected to:
- Maintain a reasonable level of personal hygiene before the appointment.
- Ensure the treatment area is clean and free from hazards.
- Wear clean, appropriate clothing suitable for assessment/treatment.
If hygiene concerns prevent safe or professional treatment, we may:
- Decline or stop the session.
- Require rebooking.
- Withhold refunds if the appointment cannot proceed safely.
8.3 Illness & Infection Risk
If you have:
- A contagious illness.
- Fever, vomiting or diarrhoea.
- Unexplained rash.
- Any condition that could pose an infection risk.
- Respiratory infections (e.g., significant cough, suspected COVID or flu).
You must not attend or allow a home visit to proceed. (See Fitness to Attend section for cancellation details).
9. Fitness to Attend
You must not attend or allow a home visit to proceed if you have:
- A contagious illness.
- Fever, vomiting or diarrhoea.
- Any condition making treatment unsafe.
If sudden illness occurs:
- No refund is given within 24 hours.
- We may reschedule without charge at our discretion.
10. Liability & Medical Disclaimer
10.1 Physiotherapy Outcomes
Physiotherapy outcomes vary between individuals. No specific results are guaranteed, although we always aim for the best possible clinical outcome.
10.2 Liability
- We are fully insured for professional and public liability.
- We are not responsible for loss or damage to personal belongings during treatment.
- You are responsible for ensuring your home environment is safe and suitable.
- You must ensure that walkways, entrances and access routes are free from obstacles to prevent trip hazards when we are carrying equipment into your home.
10.3 Not a Substitute for Medical Diagnosis
Physiotherapy treatment should not be used as a replacement for medical assessment or diagnosis. Where appropriate, you may be advised to seek medical attention from your GP or urgent care services.
11. Changes to These Terms
We may update these Terms periodically. Changes apply to future bookings and will be published on our website.
12. Contact Details
For booking queries, cancellations or concerns:
📞 Phone: 01233 368100
💬 WhatsApp: 07759 326602
📧 Email: info@thewealdphysiotherapy.co.uk
🌐 Website: www.thewealdphysiotherapy.co.uk