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Terms and Conditions

Privacy and Data Use

1. Payment Policy

1.1. Specialised Physiotherapy is a cashless business - We do not accept payment in clinic.

For patients that book online,  appointment costs are payable at point of booking. Accepted payments are Apple Pay, Stripe and PayPal.  All major credit and debit cards are accepted.

For patients whose session has been booked manually, Invoices are required 48hours before the booked appointment. Invoices include a clickable link to enable payments via Apple Pay, Stripe, PayPal, and BACS.  All major credit and debit cards are accepted.

Specialised  Physiotherapy reserves the right to cancel any appointments not paid in advance.

Exclusions to this are for those patients with private medical Insurance, whereby the terms of payment relate to contractual arrangements between us and the relevant insurance company.

Clients are liable for any payments not covered by their respective insurance policies including any policy excess.

All goods remain the property of Specialised Physiotherapy until paid for in full. Monies that remain outstanding by the due date will incur at our discretion a late payment interest at the rate of 2% above the prevailing Bank of England’s base rate on the outstanding balance until such time as the balance is paid in full.

We reserve the right to seek recovery of any monies remaining unpaid 90 days from the date of invoice via collection Agencies and/or through the Small Claims Court in the event that the outstanding balance does not exceed £3000. In such circumstances, you shall be liable for any and all additional administrative and/or court costs. Consequently, all bookings and/or transactions and agreements entered into will cease with immediate effect until such time as any outstanding monies are recovered in full.

 

Referral letters or clinical summary requested outside of clinical appointments are chargeable at £30 per letter.

 

1.2 Insurance Policies

Specialised  Physiotherapy is a registered provider for a number of major health insurance companies.

For specific policies Specialised Physiotherapy will invoice insurers directly.  When booking your appointment you will receive a digitalised from requesting information details of your policy including:

  • Health insurance company name and contact details.

  • Health insurance polity number

  • Insurance authorisation code

  • The amount of excess and whether the insurer will claim this back via Specialised Physiotherapy.

  • The date in which you excess is renewed

  • Number of sessions authorised

It is the patients responsibility to check the number authorised sessions for the current course of treatment and the number of authorised sessions in total.

Failure to provide complete and accurate insurance authorisation details prior to your course of treatment means that you will be required to pay for treatment prior to each session.  Specialised Physiotherapy is unable to obtain or confirm policy or authorisation details on your behalf, it is your responsibility to confirm your insurance cover and potential shortfalls, excess or policy clauses that may affect cover.

Some insurers use care guidelines that do not always match the professional medical opinion of our Specialist clinicians.   In some cases this may mean that your insurer will not pay for certain elements of your care and in such cases you agree to cover the cost of your care as per out stated fees.

Once all authorised treatment sessions have been exhausted you will automatically be transferred onto our standard follow up appointment fee unless prior notification is provided of additional treatment authorisation. Insurers may require an update report from you or your medical professional prior to authorising additional sessions. In all instances it is your responsibility to ensure that further treatment has been authorised and the details provided to Specialised Physiotherapy in full prior to any further appointments. Any appointments undertaken by you without prior notification of authorisation will be charged at our standard fee rate.

Patients with Pay and Reclaim policies are able to book any of the services Specialised Physiotherapy provide.

For other insurance policies (eg BUPA, AXA, Aviva) rates have been agreed directly with the insures for the below appointments only.

  • New Patient Consultation – Insurance Funded

  • Follow up – Insurance Funde

 

1.2.1 Pay & Reclaim Insurance Policy’s

For “Pay and Reclaim” policies, fees are payable as per self pay clients (please see Payment Policy above)

 

2. Booking policy

Prior to any assessment or treatment from Specialised Physiotherapy you must register first as a Specialised Physiotherapy patient, either by following the online process from the website, or by telephone/email.

 

3. Cancellation Policy

We ask for a minimum of 24 hours notice if you need to cancel an appointment.  This allows us to offer this slot to another patient off our waiting list.

Missed appointments (failure to attend - or those that are not cancelled) are required to pay 100% of their appointment costs.

Short notice cancellations (under 24 hours) will be charged at 50% of the appointment cost.

Please note that insurance companies will not pay for missed appointments or short notice cancellations  therefore you will be obliged to pay 100% of the appointment costs.

4. Termination of Agreements and Refunds Policy

Both the Patient and ourselves have the right to terminate any Services Agreement for any reason, including the ending of services that are already underway.

No refunds shall be offered, where a Service is deemed to have begun and is, for all intents and purposes, underway. Any monies that have been paid to us which constitute payment in respect of the provision of unused Services shall be refunded.

 

5. Chaperone Policy

A Chaperone is an impartial observer who may assist or witness patients and providers during sensitive examinations.  Chaperones protect both patients and providers by creating a safer and respectful environment.   Either Patient or Clinical can request a chaperone.

If you require a chaperone, please inform our reception booking team so that we can be sure to arrange a formal trained chaperone at no extra cost.  If you request a chaperone and one is not available Specialised Physiotherapy will ensure you are offered an additional appointment free of charge within a reasonable time frame to include a chaperone.

You may also attend your consultation with a friend, partner or relative for company or support.

              

6. Complaints

We encourage feedback regarding any part of your journey with Specialised Physiotherapy so we can reflect adapt and improve our services.

If your worry or problem cannot be sorted out by directly raise this with the clinician or staff member involved we would welcome either written communication or we would like to offer a face to face meeting with Practice owner. If your complaint involves them directly we can arrange for your to discuss your concern with an alternative registered clinician to deal with you case.

If you remain unsatisfied with the outcome of your complaint we will be happy to give you the details of the relevant professional bodies in order for you to escalate.

7. Availability

Unless otherwise stated, the services featured on this website are only available within the United Kingdom, or in relation to postings from the United Kingdom. All advertising is intended solely for the United Kingdom market. You are solely responsible for evaluating the fitness for a particular purpose of any text available through this site. Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of Specialised Physiotherapy.

Specialised Physiotherapy does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

8. Waiver

Failure of either Party to insist upon strict performance of any provision of this or any Agreement or the failure of either Party to exercise any right or remedy to which it, he or they are entitled hereunder shall not constitute a waiver thereof and shall not cause a diminution of the obligations under this or any Agreement. No waiver of any of the provisions of this or any Agreement shall be effective unless it is expressly stated to be such and signed by both Parties.

9. General

The laws of England and Wales govern these terms and conditions. By accessing this website [and using our services/buying our products] you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision. These Terms and Conditions shall not be amended, modified, varied or supplemented except in writing and signed by duly authorised representatives of the Company.

 

10. Notification of Changes

Specialised Physiotherapy reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will post these changes on this page. You are therefore advised to re-read this statement on a regular basis

These terms and conditions form part of the Agreement between the Client and ourselves. Your accessing of this website and/or undertaking of a booking or Agreement indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.