Terms and conditions of service
These terms and conditions relate to the booking of an appointment with physiohub or purchasing or undergoing an assessment and/or course of treatment. In doing so you agree to our terms and conditions:-
1. Definitions
1.1 When the following words are used in these Terms, this is their meaning.
1.2 Terms: the terms and conditions set out in this document;
1.3 Consent Form: the registration form you will be required to complete before undergoing any of our services highlighted in 1.1a
1.4 “We,” “Us,” “Our”: Refers to PhysioHub, trading name of Physiohub North Ltd and Physiohub South Ltd.
1.5 “You,” “Your”: Refers to the service user or client accessing our website or services.
1.6 “Services”: Refers to the physiotherapy and rehab services, consultations, and resources offered by PhysioHub, as outlined on our services section on our website (www.myphysiohub.co.uk/services)
2. Our agreement with You
2.1 These Terms set out the terms and conditions on which We will provide the Services to You.
2.2 Please read these Terms carefully and ensure you check that the details on the Consent Form to be accurate and correct before returning to us. Please contact us at info@myphysiohub.co.uk should you feel the information on the consent form may not be accurate or if you wish to discuss any issues regarding this form.
2.3 When You book an appointment, this will be treated as an offer to purchase those Services.
3. Changes to the booked Services or these Terms
3.1 We may revise these Terms by giving you 30 days’ notice via email occasionally
3.2 If You do not agree with any of the changes to these Terms we make You may cancel Your contract with Us in accordance with clause 9.
3.3 You may make a change to the consent form or Services up to 24 hours before your appointment by contacting Us on email (info@myphysiohub.co.uk). If such change will affect the total price of the Services, We will notify you of the amended price in a reply email. If You are unhappy with this revised price You may cancel Your contract with Us in accordance with clause 9.1.
3.4 If You wish to cancel the Services before any appointment has been undertaken, please see clause 9 which details Your rights to do so.
4. Providing Services
4.1 We will provide the Services to you on the appointment date(s) and at the appointment time(s) that are agreed between You and Us.
4.2 If You do not pay Us for the Services when You are supposed to as set out in clause 6.3, We may refuse to provide any further Services with immediate effect until You have paid Us the outstanding amounts. We will notify you of this via email, SMS or phone.
5. If there is a problem with the Services
5.1 In the unlikely event that You are unhappy with the Services provided to You by Us:
(a) please email us at info@myphysiohub.co.uk to explain your reasons as soon as reasonably possible; and
(b) please allow Us a reasonable opportunity to arrange a meeting/phone call/call with You so that You and We can agree a course of action to resolve Your concerns. Or if You prefer this could be conducted over email
5.2 As a consumer, you have legal rights in relation to any Services which are not carried out with reasonable skill and care. Nothing in these Terms will affect those legal rights. For more information about Your legal rights please contact Your local Citizens’ Advice Bureau or Trading Standards office.
6. Price and payment
6.1 The price of our various Services are highlighted on our website (www.myphysiohub.co.uk) Occasionally, Our prices may change at any time, but if we have already confirmed Your appointment with You, then the price of your appointment will not change.
6.2 All prices We quote and advertise are inclusive of VAT.
6.3 Self-paying patients- Where We agree to provide Services to You, We will require an upfront payment in full for your session at the appointment.
6.4 Insured patients. PhysioHub is registered with the major insurance companies including BUPA, VitalityHealth and AXA. We invoice these companies directly. Please note it is your responsibility to ensure your policy covers your treatment with us and you will be required to meet any shortfall arising from the claim, including excess payments on your policy. Late cancellations or non-attendance may be charged directly to you if the insurer do not cover these costs.
(a) We will, where possible, process the insurance claim with Your insurer provided You have provided Us with the relevant information about Your insurance details. This information includes:
Insurer Name (such as BUPA, AXA PPP)
Policy/Membership number
Authorisation code (provided by your insurer to authourise your course of treatment with Us)
Number of sessions authorised or limit
If you are unable to provide Us with all the information highlighted above, the appointment can only be booked as a ‘self funding’ appointment and You will need to recover the cost directly from your insurance company
(b) if Your insurance company fails to pay Us within the timeframe highlighted in our payment terms (up to 90 days maximum from the invoice being sent) You will become solely responsible to make the payment to Us; and
(c) if Your insurance company rejects an invoice, for instance due to excess being owed or funding levels being reached You will be liable to pay the invoice at the full amount.
It is likely We will freeze further appointments with You until monies owed on insurance accounts are settled.
7. Our liability to you
7.1 [The Services will be provided to You by individual therapists engaged by Us for that purpose and any claim relating to the negligent performance of the Services should be brought directly against the therapist who delivered the treatment in question.]
7.2 We do not exclude or limit in any way Our liability for:
(a) death or personal injury caused by Our negligence or the negligence of Our self employed subcontractors
(b) Our fraud or fraudulent misrepresentation;
(c) breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and
(d) defective products under the Consumer Protection Act 1987.
7.3 We confirm that Physiohub hold the appropriate professional indemnity insurance in respect of your treatment. We confirm that our therapists are all registered with the relevant regulatory bodies (Health and Care Professions Council, Chartered Society of Physiotherapists (CSP). British Association of Sports Rehabilitators (BASRAT).
8. Events outside our control
8.1 We will not be responsible for any failure to deliver Our Services because of something beyond Our reasonable control such as lighting, flood, fire, or failure of public or private utility services.
8.2 If You and We are unable to agree an alternative date and time for provision of the Services You may cancel Your contract with Us or be liable for a refund on this session.
9. Your cancellation rights
9.1 You may cancel or rearrange an appointment for the Services or end the contract between You and Us at any time by emailing us.
9.2 PhysioHub requires 24-hours’ notice of any cancellation.If you need to cancel / rearrange any appointments, please give us 24hrs notice. Email info@myphysiohub.co.uk to cancel an appointment. With less than 24 hours’ notice we are unlikely to fill that appointment slot. Therefore, failure to provide 24-hours’ notice of a cancellation for any reason will incur a cancellation charge which is the full cost of the appointment. Please also note that Insurance companies do not always cover late cancellations or non-attendance. If not covered, these charges will be payable by you. If there are a significant number of cancellations made on your account, we will contact you/your client to discuss and agree a solution.
10. Our cancellation rights
10.1 In the unlikely event We have to cancel or rearrange an appointment because of something beyond Our reasonable control, we will notify you as soon as reasonably possible.
10.2 We will try to re-arrange an appointment with you as soon as reasonably possible. If You and We are unable to find a suitable time and date to re-arrange this appointment, we will provide a full refund for your session if you have already paid for this.
10.3 We reserve the right to cancel any appointment at any time or end the contract between You and Us with immediate effect by contacting you by email or telephone if:
(a) You do not pay Us when you are supposed to.
(b) You do not adhere to these Terms and You do not amend the situation within 7 days of Us asking you to in writing via email.
11. Minors
11.1 Where a parent/guardian makes an appointment or completes a consent Form on behalf of a child under the age of 18 who is under their care, the parent/guardian agrees to be bound by these Terms. In these circumstances, where “You” and “Your” is referenced in these terms, this subsequently includes the parent or guardian of such child.
11.2 Minors under the age of 18 must have their consent form completed by a parent or guardian and must be accompanied by their parent/guardian for each session.
11.3 If clause 11.2 is not adhered to and there isn’t a parent/guardian present for each session, for safeguarding reasons, we will be unable to undertake the session. You will not be liable for a refund and full payment will be expected for this session.
13. How to contact Us
13.1 If you have any questions or issues you wish to raise, please email us on info@myphysiohub.co.uk.
14. How we may use your personal information
14.1 Prior to You undertaking any appointment with Us, We will need to obtain certain personal information from You. This will be completed on Your Consent form. Such details will include personal details such as Full Name, Date of Birth, Address, GP details. Information regarding your injury/current issue, previous treatments/investigations and past medical history will also be required in order for Us to provide a quality, safe and effective service to You. If You are unable or unwilling to provide such information or provide us with incomplete or inaccurate information We may refuse to provide our services to You. You would not receive a refund of any pre-paid session if you refuse to provide this information within 24 hours of your session.
14.2 We are fully GDPR compliant and will only share information with 3 software companies we hold contracts with, that enable Us to provide our services to you. This includes 2 exercise prescripton software companies called Telehab by ValdHealth, Wibbi and a practice management software called Cliniko.. These companies are GDPR compliant and will not contact you or share your information/data.
14.3 We will only use the personal information you provide to Us to:
(a) provide Our Services to You;
(b) process Your payment for Our Services; and
(c) occasionally update you about new services, offers or products from Us. You may stop receiving these at any time by contacting Us by email at info@myphysiohub.co.uk
14.4 We will not share your data with any other 3rd party except for those highlighted in 14.2.
15. Other important terms
15.1 We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you via email if this happens, but this will not affect your rights or Our obligations under these Terms.
15.2 This contract is between you and Us. Nobody other than You and Us will have the right to enforce any of its terms.
15.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the other parts will continue to apply.
15.4 These Terms are governed by English law and if You are not happy with how We deal with any disagreement and want to bring court proceedings against Us, You must do so within the UK.