These Terms govern the provision of physiotherapy, osteopathy and related allied healthcare services by Physico Health Limited ("Physico", "we", "us" or "our") to you ("you", "the patient" or "the client"). By booking an appointment with us or attending one of our clinics, you agree to these Terms.
1. Definitions
"Adult Responsible Party" means a person aged 18 or over who has parental responsibility for a patient under 18 within the meaning of section 3 Children Act 1989, or who has expressly agreed in writing to be responsible for our fees in respect of that patient.
"Healthcare Professional" means a physiotherapist, osteopath or other registered practitioner providing services on our behalf.
"Privacy Notice" means our published privacy notice, available at www.physi.co/privacy, as updated from time to time.
"Services" means the treatments and other healthcare services described in clause 2.
"Session" means an individual appointment for any of the Services.
"Package" has the meaning given in clause 10
2. Our services
2.1. The Services are physiotherapy, osteopathy, sports massage, acupuncture or dry needling, and such other allied healthcare services as are expressly identified and agreed at the time of booking. They do not include emergency medical care; diagnosis or treatment of conditions outside those disciplines; prescription, supply or adjustment of medicines; imaging or laboratory investigations; or case management between Sessions.
2.2 Independently practising clinicians (including registered medical practitioners) may consult with patients at our premises under their own contractual and professional arrangements. Their services are not Services within these Terms and your engagement with them is a matter between you and them.
2.3 Where your Healthcare Professional considers that your presentation is or may be outside the scope of the Services, we will tell you so and recommend that you seek advice from your GP or another practitioner. Nothing in this clause limits the duty owed to you by your Healthcare Professional in respect of the Services we have agreed to provide.
3. Standard of service
We will perform the Services with reasonable care and skill, as required by section 49 Consumer Rights Act 2015. This duty cannot be excluded and nothing in these Terms does so.4. Professional standards
3.1 Our Healthcare Professionals are regulated practitioners — physiotherapists by the Health and Care Professions Council, osteopaths by the General Osteopathic Council — and are bound by the standards of their respective regulators.
3.2 We will tell you if your Healthcare Professional ceases to be registered, becomes subject to conditions on practice, or is unable to deliver the Services as agreed. In any such case you may cancel any unused prepaid Sessions and receive a refund of the unused balance.
4. Consent, capacity and information
4.1 Before treating you, we will explain what we propose, the material risks, the reasonable alternatives (including no treatment), and answer your questions. Where we propose to record audio of the consultation for transcription into your clinical notes, we will tell you. We may record the discussion. We will repeat this process for any materially different technique we later propose.
4.2 We treat only with your consent (or that of a person authorised under this clause). You may withdraw consent at any time; fees properly incurred remain payable.
4.3 You agree to tell us about anything that may affect your treatment, including contraindications, and to update us if these change or if anything during a Session feels unsafe.
4.4 Patients under 18. An Adult Responsible Party must register, accept these Terms in their own name, and pay our fees; that adult is personally liable, jointly and severally with any co-registering adult. A patient aged 16 or 17 consents to their own treatment under section 8 Family Law Reform Act 1969. A patient under 16 may consent if the clinician is satisfied they have sufficient understanding (the Gillick test) and records that assessment; otherwise consent comes from a person with parental responsibility under section 3 Children Act 1989. Under-16s must be accompanied unless we have agreed otherwise in advance.
4.5 Capacity in doubt. Where an adult patient's capacity is in doubt, we follow the Mental Capacity Act 2005.
4.6 Records and GP sharing. Where the patient has capacity to consent, the patient controls access to their clinical records; we may share billing information (date, type and cost) with the Adult Responsible Party but not clinical detail. We share relevant information with your GP on the lawful basis of Article 9(2)(h) UK GDPR; you may object.
4.7 Safeguarding. We act on safeguarding concerns in accordance with our professional obligations, with or without consent.
4.8 Nothing in this clause restricts your statutory rights or our duty under section 49 Consumer Rights Act 2015.
5. Clinical records
5.1 Your Healthcare Professional will maintain contemporaneous clinical records of each Session in accordance with applicable professional standards.
5.2 We retain clinical records for at least 8 years from your last Session for adults, and until the age of 25 (or 26 where you were 17 at last contact) for children.
5.3 We do not amend records retrospectively; corrections are made by clearly dated additional entries.
6. Payment, insurance and overdue accounts
6.1 Fees are due on the day. Unless we agree otherwise in writing, the fee for each Session is due and payable on the day of that Session. You are responsible for paying it.
6.2 Using private insurance. If you intend to use private health insurance, workplace benefits or another third-party payer, you remain personally and primarily responsible for the fee. The insurer is a means by which the fee may be paid, not a substitute for your responsibility to pay it. If the insurer pays the fee in full, your obligation under 7.1 is discharged to that extent.
6.3 If your insurer declines cover, pays only part of the fee, applies an excess or co-payment, or does not pay for any reason, the unpaid balance was due on the day of the Session under 7.1 and remains payable by you. We will tell you the amount outstanding and, where we are pursuing your insurer on your behalf, we will not require you to pay while we do so; this is an indulgence and does not change the date on which the fee fell due.
6.4 Overdue amounts. If any amount remains unpaid more than 14 days after we notify you that it is due from you, we may charge interest on the overdue amount at 2% per year above the Bank of England base rate from time to time, accruing daily from the date of notification until payment. This interest is a consequence of late payment of a debt already due; we do not provide you with credit, and no time to pay is granted except as a temporary indulgence under 7.3.
6.5 If we have to take steps to recover an overdue amount, you are responsible for our reasonable costs of doing so.
6.6 Where you have stored a payment card on file, we will tell you the specific amount and give you at least 7 days to pay before we charge that card for an overdue amount, unless you have separately authorised an immediate charge for that specific amount.
7. Cancellation of individual Sessions
7.1 You must reschedule or cancel a Session at least 24 hours before its start time (48 hours for Sessions identified at booking as specialist Sessions).
7.2 If you cancel or reschedule within the notice period, or fail to attend, the full fee is payable. Most insurers do not fund missed or late-cancelled Sessions; if your insurer declines to do so, you are responsible for the fee.
7.3 If you arrive late, your Session may be shortened to protect the next patient's appointment; the full fee remains payable. If you arrive more than 10 minutes late without prior agreement, we may treat the Session as missed.
8. Online and distance bookings — 14-day cancellation right
8.1 Where you book or buy from us online, by telephone, or otherwise without meeting us in person, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of the booking or purchase.
8.2 If you ask us to begin providing the Services within that 14-day period and then cancel, you must pay for the Services already provided at our standard rate.
8.3 To cancel, contact us in writing at the address in clause 18. We will refund any amount due within 14 days of receiving your cancellation.
9. Packages
9.1 A Treatment Package is a single, indivisible product. By purchasing a Package, you acquire the right to receive a fixed number of Sessions of a specified type, at a discounted unit rate that reflects your commitment to use them within the Validity Period set out in 9.3.
9.2 Acknowledgement of consideration. You acknowledge that the price of the Package has been calculated on the basis that: (a) the Package is purchased as a whole, not as a series of separable prepayments; (b) the Validity Period and the cancellation, refund and transfer provisions form part of the bargain; and (c) you would pay a higher price for the equivalent number of Sessions if purchased individually.
9.3 Validity Period. Each Package is valid for 6 months from the date of purchase. Unused Sessions expire at the end of the Validity Period and have no residual value.
9.4 Non-refundable. Subject only to 9.7, 9.8, 9.9 and 9.10, the price paid for a Package is non-refundable, whether or not the Package is used in whole or in part.
9.5 Non-transferable. A Package is personal to the named purchaser and cannot be assigned, sold, gifted or transferred.
9.6 Cancellation within a Package. Where you cancel or fail to attend a Session booked under a Package, clause 8 applies. A Session cancelled within the notice period or missed without notice is treated as taken and deducted from the Package balance.
9.7 We may, at our sole discretion, extend the Validity Period (by up to 6 months), transfer remaining Sessions to a person nominated by you, or convert remaining Sessions to credit against another of our services, where you satisfy us that you cannot use the Package because of: (a) serious illness or injury, evidenced by a letter from a registered doctor; (b) pregnancy or post-natal recovery preventing reasonable use; (c) the death of an immediate family member; or (d) relocation of your principal residence more than 50 miles from any of our clinics. Relief is granted as a goodwill measure, not in recognition of any legal entitlement. We will respond to written requests within 14 days.
9.8 Clause 9 applies to Packages purchased online or at a distance, alongside 9.4.
9.9 Termination by us. If we cease to offer the type of Session to which a Package relates, or close the clinic at which it was intended to be used and cannot reasonably make alternative arrangements, we will refund unused Sessions pro rata at the Package unit rate.
9.10 Limit of remedies. Save as set out in 9.7 to 9.9, you have no right to a refund, transfer or extension. Nothing in this clause affects your statutory rights or clause 14 (Liability).
10. Data protection
10.1 We process your personal data — including special category health data — in accordance with the UK GDPR, the Data Protection Act 2018 and our Privacy Notice, which forms part of these Terms. The Privacy Notice sets out what we collect, why, how long we keep it, who we share it with, and your rights.
10.2 Our lawful bases for processing your health data are principally Article 9(2)(h) UK GDPR (provision of healthcare) and Article 6(1)(b) (performance of our contract with you), supplemented by Schedule 1 paragraph 2 Data Protection Act 2018.
10.3 We may use fully anonymised data (such that you cannot be identified, directly or indirectly) for service improvement, audit and research. Pseudonymised data remains personal data and is not used for these purposes without an appropriate lawful basis.
10.4 CCTV operates at our premises for security only. Any other use of recorded material requires your separate, specific consent.
10.5 We do not photograph or film clinical consultations without prior consent. In group settings (classes, workshops and similar) we may take photographs or recordings for our own promotional, training or educational use; we will tell you when this is to happen and you may opt out, in which case we will take reasonable steps to exclude you from the material or, where that is not practicable, will not use it. Any other photography or recording, including at your request, requires your separate written consent, which you may withdraw at any time.
10.6 You may exercise your rights under the UK GDPR (including access, rectification, erasure and objection) by contacting us as set out in the Privacy Notice. You may also complain to the Information Commissioner's Office at www.ico.org.uk.
11. Complaints
We will acknowledge any complaint within 5 working days and provide a substantive response within 20 working days. Before issuing proceedings, the parties will comply with the Pre-Action Protocol for the Resolution of Clinical Disputes and engage in good faith with at least one form of alternative dispute resolution.
12. Referrals to other practitioners
12.1 Where your Healthcare Professional considers that your needs would be better met, in whole or in part, by another practitioner, we will tell you so, suggest one or more options where we reasonably can, and communicate relevant clinical information to the practitioner you choose on the basis set out in clause 4.6.
12.2 We do not warrant the conduct of any third-party practitioner. Your engagement with them is governed by their own terms.
12.3 Nothing in 12.2 limits our duty to exercise reasonable care in identifying when a referral is appropriate and in selecting practitioners we suggest.
13. Liability
13.1 We owe you the duty in clause 3. This duty cannot be excluded or restricted, and nothing in these Terms does so.
13.2 Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 49 to 52 Consumer Rights Act 2015; or (d) any other liability which cannot lawfully be excluded or limited.
13.3 Subject to 13.2, we are not liable for losses that: (a) were not reasonably foreseeable when these Terms became binding; (b) were caused by your failure to disclose material information, or to follow reasonable clinical advice; or (c) arise from circumstances outside our reasonable control.
13.4 Personal belongings. You are responsible for your personal belongings at all times while on our premises. We do not take any item into our safekeeping, and no bailment arises by reason of your attending our premises, undressing or removing items for treatment, or placing belongings in any locker, hook, basket, shelf or other area we provide. We are not liable for the loss or theft of, or damage to, your personal property, except to the extent caused by our negligence. Nothing in this clause limits our liability under 13.2.
14. Insurance
We maintain professional indemnity insurance as required by the Health Care and Associated Professions (Indemnity Arrangements) Order 2014 and our professional regulators, and public liability and employers' liability insurance to the levels required by law. Details of our current cover are available on request.
15. Changes to these Terms
15.1 Terms applicable to each booking. The version of these Terms published or otherwise made available to you at the time you make a booking governs that booking. We may change these Terms from time to time; any change applies only to bookings made after the change takes effect, and does not alter the terms of any booking already made.
15.2 Why we may change these Terms. We may change these Terms only for one or more of the following reasons: to comply with a change in law, regulation or guidance from a professional or regulatory body; to reflect a change in our costs, services, facilities or the way we deliver them; to improve clarity or correct an error; or to reflect a change in our clinical or operational practice that does not reduce the standard of care owed to you.
15.3 Continuing arrangements. Where you hold a continuing arrangement with us (for example, a Treatment Package), and we wish to change the terms applying to it, we will give you at least 30 days' written notice. If you do not wish to accept the change, you may cancel the affected arrangement before the change takes effect and we will refund the value of any unused Sessions.
15.4 What this clause does not affect. Nothing in this clause allows us to alter the terms of a booking already made, or to vary these Terms for any reason not listed in 15.2. The limits in clauses 3 and 13.2 are not affected by this clause.
16. Entire agreement and misrepresentation
These Terms, together with the Privacy Notice and documents expressly incorporated by reference, set out the entire agreement between us in relation to the Services, and you have not relied on any statement, promise or representation not set out in them or expressly confirmed by us in writing. Nothing in this clause limits or excludes liability for fraudulent misrepresentation.
17. Contact, governing law and jurisdiction
17.1 You can contact us at King’s House, 9 - 10 Haymarket, London SW1Y 4BP or info@physi.co. Complaints under clause 12 should be addressed to the Practice Manager at the same address.
17.2 These Terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, subject to any non-excludable right you have as a consumer to bring proceedings in the courts for the place of your domicile.
By booking an appointment or attending one of our clinics, you confirm that you have read, understood and agree to these Terms.
Last updated: 29/05/2026. Version: 2
