Terms & Conditions

Terms & Conditions

These Terms & Conditions apply to all services provided by Ellie Physiotherapy & Wellness. By booking or attending an appointment, you agree to these terms.

 

1. Services Provided

Ellie Physiotherapy & Wellness provides:

  • Physiotherapy

  • Massage therapy

  • Yoga sessions

  • Pilates sessions

  • Home visit physiotherapy

  • Corporate wellbeing and workplace sessions

All services are delivered by qualified and insured practitioners.

 

2. Cancellation Policy

We require 24 hours’ notice to cancel or reschedule an appointment.

  • Cancellations with less than 24 hours’ notice will be charged in full.

  • Missed appointments (“no‑shows”) will also be charged in full.

This policy ensures we can offer appointments to other clients.

 

3. Payment Policy

Payment is due at the end of each session, unless otherwise agreed. We accept cash and credit/debit card payments.

 

4. Pre‑Paid Plans & Expiry

If you purchase a pre‑paid plan:

  • Plans must be paid in full at the time of purchase.

  • Plans are valid for 6 months from the date of purchase.

  • Any unused sessions expire automatically after 6 months.

  • Plans are non‑refundable.

  • Plans are non‑transferable, unless agreed in writing.

  • We record plan usage and expiry dates to administer your plan correctly.

 

5. Home Visits (Domiciliary Physiotherapy)

When attending a client’s home:

  • The client is responsible for providing a safe, clean, and suitable environment.

  • We are not responsible for hazards, pets, other people present, or interruptions.

  • We are not liable for injuries or incidents caused by the environment, flooring, furniture, or space provided.

  • Parking must be available within a reasonable distance; any parking fees may be added to the session cost.

If the environment is unsafe or unsuitable, the therapist may refuse treatment, and the session will be charged in full.

 

6. Corporate Services

For workplace sessions:

  • The employer is responsible for providing a safe, appropriate space for treatments or classes.

  • We are not responsible for workplace hazards, equipment provided by the employer, or interruptions caused by staff or business operations.

  • If the environment is unsuitable, the session may be cancelled and charged in full.

 

7. Client Responsibilities

To ensure safe and effective treatment, clients must:

  • Provide accurate and complete medical information

  • Inform the therapist of any changes to health, medication, or injuries

  • Disclose implants, pacemakers, or relevant conditions

  • Inform the therapist if they bruise easily (especially for deep tissue massage)

Ellie Physiotherapy & Wellness is not liable for issues arising from withheld or inaccurate information.

 

8. Treatment Expectations

Some treatments may cause temporary soreness or discomfort. This is normal and usually resolves within 24–48 hours.

If you have concerns about any treatment, you must inform your therapist immediately so adjustments can be made.

 

9. Data & Medical Notes

We collect and store data to:

  • Provide safe and effective treatment

  • Manage appointments

  • Meet legal and professional requirements

Medical notes must be kept for the legally required retention period. Your right to be forgotten does not override this requirement.

You may request a copy of your records by emailing info@elliephysiotherapy.co.uk. A £25 administrative fee applies. Invoices for treatment are provided free of charge.

 

10. Limitation of Liability

To the maximum extent permitted by law, Ellie Physiotherapy & Wellness is not liable for:

  • Economic loss (including loss of profit)

  • Indirect, incidental, or consequential damages

  • Loss of data or information

  • Personal injury arising from unsafe environments in homes or workplaces

  • Issues caused by third‑party equipment, furniture, or facilities

  • Interruptions during home or corporate sessions

Nothing in these terms excludes liability where it cannot legally be excluded.

 

11. Complaints Procedure

We aim to provide excellent care. If you are unhappy with any aspect of your treatment:

  1. Please raise it during your appointment so we can address it immediately.

  2. If you prefer, email info@elliephysiotherapy.co.uk.

  3. We will acknowledge your complaint and investigate it fully.

  4. You may be invited to discuss the findings and any solutions.

We aim to respond within 14 working days, although high email volume may cause delays.

 

13. Acknowledgment

By booking or attending an appointment, you confirm that:

  • You have read and understood these Terms & Conditions

  • You agree to be bound by them

  • You accept responsibility for providing accurate information and a safe environment (where applicable)

We look forward to supporting your health and wellbeing.