Terms & Conditions

1. Who you are contracting with

These terms apply to physiotherapy services provided by IntactPhysio at Regus, Davidson House, The Forbury, Reading RG1 3EU.

• Registered company name: INTACT PHYSIO LIMITED
• Company number: 17488519

By booking an appointment you accept these terms.

2. Our service

We provide assessment and treatment by physiotherapists registered with the Health and Care Professions Council. We will assess you properly, explain what we find in plain language, and agree a plan with you.

We cannot guarantee a particular clinical outcome. Recovery varies between people and depends on factors outside our control. If we believe physiotherapy is not the right treatment for you, or that you should see your GP or another specialist, we will tell you and explain why.

3. Booking and payment

• Appointments are booked by telephone, WhatsApp or email and confirmed by us.
• Current prices are on our Pricing page and are the full price — there is no booking fee.
• Payment is due at the end of each appointment unless we have agreed otherwise in writing.
• If you are claiming on insurance, you are responsible for checking your cover, obtaining any authorisation your insurer requires, and paying any excess or shortfall. If your insurer declines or does not pay, the fee remains payable by you.
• We may change our prices. Any change will be published on the Pricing page and will not affect an appointment already booked.

4. Cancellations and missed appointments

Our appointments are in the evenings and on Saturdays, and slots are limited. When an appointment is missed at short notice, that time usually cannot be offered to anyone else.

• You may cancel or rearrange free of charge with at least 24 hours' notice.
• Cancelling with less than 24 hours' notice, or not attending, is charged at the full fee for the booked appointment.
• To cancel, call or send a WhatsApp message to 0333 054 0977, or email [email protected]. The notice period runs from when we receive your message.
• We will use discretion where someone is genuinely unwell or there are exceptional circumstances. Tell us what has happened.
• If we have to cancel or rearrange, we will give you as much notice as we can and offer you the next available appointment. You will not be charged, and any payment already made will be refunded or credited, as you prefer.

This is the policy referred to in our FAQ, "What's your cancellation policy?"

5. Your responsibilities

• Give us accurate and complete information about your health, including medication and any other treatment you are having. Our advice depends on it.
• Tell us if your symptoms change between appointments.
• Arrive on time. If you are late, we may have to shorten the appointment, and the full fee still applies.
• Follow the advice and exercises we give you, or tell us if you are not able to.

6. Consent and chaperones

We will explain any examination or treatment before it starts and ask for your consent. You can decline, stop at any point, or ask questions at any stage. You are welcome to bring someone with you, and you can ask for a chaperone to be present.

7. Confidentiality and your records

We keep a clinical record of every appointment. How we handle it is set out in our Privacy Policy.

8. Complaints

If something about your care or your experience of the clinic is not right, we would much rather hear it than not. Raising a concern will not affect the care you receive.

How to raise a concern

Speak to the physiotherapist treating you at the time if you feel able to — most things are resolved there and then. If you would rather not, or it is not resolved, put it in writing to [email protected] or by post to the clinic address, marked for the attention of the Clinic Manager.

Please include what happened, when, who was involved, and what you would like us to do about it.

What happens next

• We will acknowledge your complaint within three working days.
• We will look into it and give you a full written response within 20 working days. If it is going to take longer, we will tell you why and when to expect our response.
• Our response will explain what we found, what we are doing about it, and what you can do if you remain unhappy.
• We keep complaints separate from your clinical record, and we review them to improve the service.

If you are still not satisfied

• You may raise a concern about a physiotherapist's fitness to practise with the Health and Care Professions Council at hcpc-uk.org.
• If your complaint is about how we handled your personal information, you can complain to the Information Commissioner's Office at ico.org.uk.

This is the procedure referred to in our FAQ, "What if I'm not happy with my care?"

9. Liability

Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. We hold professional indemnity insurance.

We are not liable for loss or damage caused by information you did not give us, or by advice not being followed. Our liability for anything else is limited to the fees you have paid us for the treatment concerned.

10. Website content

The information on this website, including our blog, is general education and not individual clinical advice. It does not replace an assessment. If you have symptoms that worry you, contact us, your GP, or NHS 111.

11. Changes to these terms

We may update these terms. The version published here when you book is the one that applies to that appointment.

12. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.