Terms & Conditions

This agreement was last modified in June 2024.

Notification of Terms and Conditions

Our Promise to You

Nicole Duley is registered with the Health and Care Professions Council and the Chartered Society of Physiotherapists. Nicole will examine and treat you in line with the Chartered Society of Physiotherapy code of practice. After examination, she will explain her assessment of the presenting concerns and propose treatment if appropriate, explaining what is involved, including any risks. You may decline any of the treatments proposed without prejudice.

Your consultation and treatment will usually be on a one-to-one basis (unless otherwise agreed) and in the privacy of the treatment room. Your appointments will be scheduled according to your needs and to the best of our ability.

Anyone may book an appointment. This should be done by telephone at 079 6004 6826 or via our website http://www.flexiphysio.co.uk.

The most recent version of these terms and conditions supersedes all prior versions and is binding upon the user.

Fees for Assessment/Treatment

The cost depends on the type of treatment you require. Prices are subject to change at any time to coincide with governmental increases. All fees can be found on our website.

Cancellation Policy

Flexi Physio requires 24 hours' notice for any cancellations.

If you need to cancel or rearrange any appointments, please give us 24 hours' notice. You can contact us by telephone at 079 6004 6826, by email at info@flexiphysio.co.uk, or select cancel on your appointment emails. Out of normal working hours (Monday to Friday, 9 am to 6 pm), there is an answerphone for you to leave a message.

We understand that some individuals may need to cancel with short notice due to the nature of our service. However, we must treat all clients the same, and 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 equal to the full cost of the consultation at our clinic or for domiciliary visits.

If there are a significant number of cancellations on your account, we will contact you to discuss and agree on a solution. Cancellation fees will be billed directly or deducted from pre-paid packages.

Appointments

If a patient is more than 15 minutes late for their scheduled appointment, it will be at Nicole's discretion whether treatment can be provided. In such cases, the session duration may be reduced or rescheduled, and additional fees may apply.

Clients Under 18 Years of Age

We require written or verbal consent from a parent or legal guardian if you are younger than 18 years of age. The guardian must also agree to be bound by these Terms & Conditions of Service Agreement. They must further provide proper supervision in relation to the provision of information to us and your use of therapy. The parent or guardian must remain present during treatment sessions unless otherwise agreed. All written communication with patients under 18 will be via their parent or guardian’s email address.

Proof of guardianship may be required if deemed necessary.

Payment Terms

Payment for initial consultations for private-paying individuals must be made at the time of booking. Payment for all other treatments is required at the time of treatment or when booking online.

Accepted payment methods include cash, credit/debit card, and online transfer. Failure to make timely payments may result in the suspension of future bookings until the outstanding balance is settled.

Insurance & Regulation

Flexi Physio confirms that it holds the appropriate professional indemnity insurance in respect of your treatment. Nicole Duley is regulated by the Health and Care Professions Council (HCPC) and is a member of the Chartered Society of Physiotherapists (CSP). All aspects of insurance and regulation are fully compliant with the standards set by these professional bodies, ensuring the highest level of accountability and professional care.

GDPR

We will treat all information, facts, matters, documents, and all other materials of a confidential nature which we receive or create as a result of your treatment as confidential. All written, audio, visual, and video records will be stored securely. Information shared within the treatment sessions will be treated with the strictest confidence and will not be shared with any third parties without your consent.

Flexi Physio confirms that we are GDPR compliant and adhere to the UK GDPR and Data Protection Act 2018. All data held by us is processed in accordance with GDPR.

Clients have the right to access, rectify, or delete their data. Data will be retained only as long as necessary for legal and business purposes and disposed of securely thereafter.

Consent

Clients are required to consent to assessment and treatment. Consent will be documented via signed forms or verbal agreements noted in records. Clients are expected to respect the clinician during the treatment sessions. Aggressive and/or abusive behavior will not be tolerated.

Additional permission will be required for audio/video recording and for the circulation of reports to other relevant professionals. Such permissions will be documented separately.

Withdrawal

The client is free to withdraw from therapy at any time without stating a reason, provided that 24 hours' notice is given for any booked appointments. For pre-paid packages, unused sessions will be refunded, minus any applicable administrative fees.

Termination of Therapy

Flexi Physio reserves the right to terminate therapy at any time due to non-compliance with treatment plans, repeated cancellations, or other valid reasons. Reasons for termination will be communicated clearly to the client.

Limitation of Liability

Flexi Physio will not be liable for any indirect, incidental, or consequential damages resulting from the use of its services, except for cases of death or personal injury caused by negligence.

Force Majeure

Flexi Physio shall not be held liable for any failure to provide services due to causes beyond its reasonable control, including but not limited to natural disasters, pandemics, or government restrictions.

Complaints Procedure

Clients may address complaints to info@flexiphysio.co.uk. We will acknowledge receipt within two working days and provide a full response within ten working days. Escalation procedures are available upon request.

Governing Law

This agreement is governed by the laws of England and Wales.

Contact Details

For any inquiries, please contact: