Terms and Conditions

Thank you for choosing Estuary physio as your rehabilitation provider.

All our therapists are registered with The Health & Care Professions Council and the Chartered Society
of Physiotherapy. These terms and conditions are between you and Estuary Physio (known below as
us/we/Estuary Physio). You agree to them by booking an appointment with us. Please also read our
Privacy policy alongside these terms.

Cancellation Policy
Our cancellation policy is 48-hours' notice for all home visits and virtual appointments.
If you cancel within the 48-hour window your appointment will be subject to the full charge.
If you wish to cancel your appointment, please email admin@estuaryphysio.com or call
02037735799, as soon as possible. Please give us as much notice as possible so our clinician time tables
can be re-organised to provide appointments to other clients. We will be happy to rearrange your
appointment for you.

How to contact us
• Through our contact form on our website
• By emailing us: admin@estuaryphysio.com
• By calling us: 02037735799

How we contact you
When you book an appointment with us, we will take your contact number, email and home address.
Communication regarding appointments will take part across e-mail. You may also receive exercise
programmes or sessions summaries following your appointment. We may also want to email reports
to you if we have written to your referring consultant or other medical professional/s. We may want
to share this report with relevant professionals and will always ask for your permission before doing
this. Please keep us updated if any of your contact information changes.

Payment
Payment is required prior to the session to secure the time slot with the therapist. The session slot is
not secured or guaranteed until payment has been made. Payment can be made by bank transfer or
a link can be sent out to make payment online. Once payment has been received your invoice will be
emailed to you.

For case managed and embassy funded clients payments will be required within 30 days of work being
completed thereafter late payment charges may apply.

Late Payments
Adherence to our invoicing payment terms - as stated on our invoice.
Payments Of Invoices Must Be Made Within The Timeframe Stated On Your Invoice.
If payment has not been received within the specified time Interest of 8% + % (Current
Bank of England Rate) will be added to your next invoice.

A fixed sum for the cost of recovering a late commercial payment on top of claiming
interest from it may also be charged. The amount depends on the amount of debt. The
details are noted below:

Amount of debt that can be charged

Up to £999.99 - £40

£1,000 to £9,999.99 - £70

£10,000 or more - £100

https://www.gov.uk/late-commercial-payments-interest-debt-recovery/claim-debt-recovery-costs

https://www.gov.uk/late-commercial-payments-interest-debt-recovery/charging-interestcommercial-debt


Cancellations
We operate a 48-hour cancellation policy on all appointments. This is because all our physiotherapists
are paid for the hours they work so it is important for us to fill any vacant sessions with other patients
who need their help.

If you wish to cancel your appointment, please email admin@estuaryphysio.com or call 02037735799
as soon as possible. We will be happy to rearrange your appointment for you.
We all know that sometimes things happen that are out of our control - bad traffic / work
commitments etc. If you know you are going to be late for your appointment, please do let us know
as soon as possible. Unfortunately, if you are too late to attend, we will still charge in full for your
missed appointment.

If your physiotherapist is unwell then we will do our best to provide you with another physiotherapist
for your treatment session, or we will try and move your session to a time which works for you. It is
up to you whether you stick with this appointment and if you decide to cancel, you will not be charged
provided you let us know. If you fail to attend and have not let us know then you will be charged the
full cost of the session.

Data Protection
Estuary Physio treat all client related information as confidential. It will not be disclosed to other
healthcare professionals without your consent or unless we are obligated to make a disclosure by a
public or governmental body.

3rd Parties
Cliniko software is used as our client appointment scheduling and notes system. Cliniko are GDPR
compliant, and their privacy policy can be found on their website. www.cliniko.com
Xero accounting software is used to generate all invoices and record received payments. Xero are
GDPR compliant, and their privacy policy can be found on their website at www.cliniko.com.

Safety
Your safety is of paramount importance to us and our physiotherapists will not perform any
treatments or interventions that lie outside of their scope of practice (Chartered Society of
Physiotherapy, 2019). However, we also rely on you telling us if something doesn't feel right or if you
don't feel well.

Rather than waivers, in medicine we work on the principle of informed consent. so if you consent and
are willing to participate during an appointment, we will assume you are feeling well enough to do so.
That being said, our physiotherapists are all trained in knowing when it is or isn't safe to exercise and
will be able to advise you with respect to this. If there is anything you are not comfortable doing or if
you have received any specific medical advice with respect to what is or isn't safe for your condition,
please let us know in advance. All our physiotherapists are all trained in Basic Life Support and Manual
Handling and update this on a yearly basis.

Following assessment, your therapist will discuss the best treatment option/s for you including their
benefits, risks and side effects (if applicable). Please feel free to ask your therapist questions at any
time during your therapy. You reserve the right to decline physiotherapy treatment at any point.

Your appointment
Our physiotherapists work extremely hard and run appointments back-to-back. We would very much
appreciate it if you could be ready at the start of your appointment. If your physiotherapist is running
late, we will try and make the time up to you.
During COVID high risk periods, we will be screening clients with respect to their symptoms. We will
only provide essential care in the home environment and will offer virtually therapy options where
appropriate. If you have any questions regarding this, please just ask.

Complaints
We are committed to providing you with the best possible service. If, however you are unhappy with
any aspect of our service please let us know so that we can put it right as soon as possible. Please
contact us via admin@estuaryphysio.com

Testimonials
At the end of your treatment course your therapist may ask for some feedback regarding the care and
overall experience you received. This helps us to help other people like you but of course you have
the right to decline providing a testimonial if you would prefer.

Consent
All clients are required to sign the Estuary Physio consent form and to acknowledge our privacy policy
prior to therapy commencing. This will be emailed to via signable once your booking has been made.
If you are unable to receive emails an alternative method will be made available.