Terms and Conditions

This agreement is between the patient / client (or their parent or attorney) and Physio 1 to 1 Ltd. Please read these terms carefully. They provide the basis on which you will be provided services and stock items by Physio 1 to 1 Ltd, it’s staff, contractors and service providers.

Physio 1 to 1 Ltd may update these terms from time to time and you will be notified of any changes that come into effect via one or all the following methods:

  • In person when visiting the practice.
  • In person on the telephone when calling to make a booking.
  • Via notifications on our website.
  • Via Email to the address that we hold for you (it is the patient’s responsibility to ensure that the address that we hold for you is correct).

Please notify our reception team if you would like a copy of our terms and conditions posted to you.

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use our Service. By commencing treatment, you are deemed to have acknowledged and have agreed to be bound by our Terms and Conditions.

Current practice prices can be found on our website or alternatively are available by contacting our office. Please note our prices that are agreed with a third party or health insurer may differ from our inhouse prices and terms.

We accept cash, card and BACS payments. You also have the opportunity to pay for your appointment over the phone prior to the appointment by calling 01483 424470.

If you would like to pay by BACS details are provided below:

Bank: Natwest
Account No: 2 3 1 0 3 1 4 0
Sort Code: 50-21-16
Reference: Please use your name as a reference

Cancellation Policy
We have a 24-hour cancellation policy. For late cancellations you will be charged a discounted fee. For no shows, you will be charged in full. If you use private medical insurance, the charge will fall to yourself.

Private Medical Insurance
If you choose to use an insurance company to cover your treatment costs, we ask that you provide us with the details listed below before starting treatment.

  • Name of insurance company
  • Insurance policy number
  • Authorisation code and the number of authorised sessions for the current course of treatment
  • The amount of any excess to be billed to Physio 1 to 1 Ltd

If you do not provide the practice with all the above details prior to your appointment, you will be charged privately for that appointment.

We can bill some insurers directly for your treatment, this service is free of charge. With other insurance companies you will need to settle the cost of your appointment in house on the day of your appointment and are responsible for submitting your paid invoice to your insurer. Please ask reception for an email or printed copy of your invoice. Ultimately, you remain responsible for the cost of your treatment and the charge will automatically revert to you if your insurer does not make payment in full within 60 days.

It is your responsibility to monitor how many appointments you have had. Once completing all authorised appointments, you will be reverted to inhouse private fees. If you exceed your amount of authorised sessions and your insurer will not authorise any further appointments it will fall to you to pay the inhouse practice fees which may differ from your insurance company fees. Please be reminded stock items, late cancellation and DNA charges are NOT covered by insurers, payment is expected same day to avoid any further charges.

Outstanding Accounts
You will be advised of any outstanding accounts at the time. These payments can be due to non- payment or part-payment by the insurer for an excess, undertaking more sessions than authorised or due to late cancellations or non-attendance.

Accounts outstanding for more than 7 days following a clinical session, purchase of goods or notification of an invoice being raised, will be liable to reasonable administration charges. Failure to settle your account in full or to respond to subsequent invoice reminders will lead to additional administrative charges and your account being passed to a debt recovery service. In the event your account is passed on to a debt recovery service you will obliged to cover any debt recovery fees incurred in the attempt to settle your account.

This agreement is between you and Physio 1 to 1 and you are ultimately responsible for all payments.

It is important that you keep us updated of any changes in your contact details. We cannot be held liable should you fail to update your records.

Please contact the practice if you feel that a refund is due for any clinical services or goods provided to you. Any refunds due will be completed as soon as possible but at least within one week of a refund being identified.

Any goods purchased directly from Physio 1 to 1 must be returned unused in their original condition unless there is a manufacturer defect. You must return the item within 30 days of your purchase. Some items cannot be returned if they are opened. These include tape, orthotics and some supports. Merchandise that has been worn, used, or altered will not be accepted for return or exchange.

Your Belongings
We will take all reasonable care to ensure the safety of your belongings however, we do not accept any responsibility for the theft or loss of, or damage to, any of your belongings. We understand in some cases you may need to bring children or relatives to your appointment however, any children under the age of 16 should not be left unattended in our waiting areas. We do not take any responsibility to ensure their safety when unattended.

Parents and patient attorneys
Where a person has a parent, guardian or attorney arranges treatment on behalf of another under their care, they agree that they will be bound by these Terms, even if that person breaches, or is not bound by, any part of these Terms.

Third Party Rights
Except for you or Physio 1 to 1 Ltd, no person will have any rights under or in connection with these Terms.

These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.

A late payment fee or administration fee may be added to your account should a balance be outstanding for more than 14days after following a clinical session, purchase of goods, or notification of an invoice being raised. These fees cover costs involved in contacting you by telephone, Email or Royal Mail to collect payment. Accounts outstanding for more than 14 days are liable to additional charges in relation to arrears letters and pursuing the debt.

Interest will be charged on any fees outstanding for more than 7days at a rate of 8% above the Bank of England Base Rate.

Complaints Procedure
If you have a complaint please contact the Practice Manager, Marissa Lynch by telephone (01483 424770) or in writing to Physio 1 to 1 Ltd, Bridge Mews, Bridge Street, Godalming Surrey, GU7 1HZ.