Welcome to Physier
These Terms of Service ("Terms") govern your use of the services provided by Physier (referred to as "we," "us," or "our"). Please read these Terms carefully before using our services. By using our services, you agree to these Terms. If you do not agree with these Terms, please do not use our services and contact us to cancel any planned sessions.
These Terms apply to all visitors and users of our website and anyone who contacts us via phone, email, or through our online forms for the purpose of arranging healthcare services (the "Services"). These Terms should be read in conjunction with our Privacy Policy and fee schedule.
1. Services
Physier provides physiotherapy and related healthcare services, including but not limited to:
- Orthopaedic trauma and elective care
- Neurological rehabilitation
- Stroke rehabilitation
- Elderly rehabilitation
- Postoperative care
- Prehab (pre-surgical preparation)
- Home physiotherapy
- Falls prevention
- Manual therapy
- Massage
- Health monitoring and wound management
- Equipment rental and safety assessments
- International travel physiotherapy
- Virtual consultations
Our Services are offered primarily within Central London, and additional travel fees may apply for services outside London.
2. Eligibility
To use our Services, you must:
- Be at least 18 years of age.
- Provide accurate and complete information about your medical history and current condition when requested.
- Be the patient or the authorised representative of the patient receiving care. We reserve the right to refuse service if we deem that the Services are inappropriate or unsafe based on the information provided.
3. Emergencies
Our services are not suitable for emergency situations. In case of a medical emergency, dial 999 immediately. Our team is not equipped to handle life-threatening conditions, and we cannot be held liable for delays or inability to address emergency needs.
4. Booking and Cancellations
You may book an appointment by:
- Filling out the contact form on our website
- Calling our office number
- Booking through a referring healthcare provider
Same-day visits and out-of-hours services (between 6:30 PM and 9:00 AM) may incur additional fees, which will be communicated at the time of booking.
Cancellations:
- Cancellations made more than 48 hours before the appointment time will not incur any charges.
- Cancellations made between 24-48 hours before the scheduled appointment will result in a 50% charge of the service fee.
- Cancellations made less than 24 hours before the scheduled appointment will result in a 100% charge.
5. Changes to Appointments
You may request to reschedule your appointment by contacting us via phone or email. We will do our best to accommodate your requested changes, subject to availability. If we need to reschedule or cancel an appointment, we will notify you as soon as possible.
6. Fees and Payments
All services are subject to the fees quoted at the time of booking. Fees are due at the time of service, and we accept payments via bank transfer, card payment, or any other method agreed upon at the time of booking.
Account details for bank transfers will be provided on the invoice. All invoices are due within 30 days from the invoice date. Failure to comply with payment terms will result in a 2% weekly surcharge applied to the outstanding balance.
For services provided outside Central London, a travel fee may apply.
7. Limitation of Liability
We strive to provide the highest quality of care but cannot guarantee specific results from our services. We will not be held liable for any indirect, incidental, or consequential damages arising from the use of our services, including but not limited to the accuracy of health assessments or delays in providing services.
8. Your Responsibilities
The patient agrees to provide accurate and complete information regarding their medical history and any current health concerns. Physier cannot be held responsible for outcomes stemming from incomplete or inaccurate disclosures.
To ensure safe and effective use of our Services, you must:
- Provide full and accurate information about your health and medical history.
- Follow the instructions and guidance provided by our physiotherapists and healthcare professionals.
- Seek additional medical advice if your condition changes or you experience adverse effects following treatment.
10. Exclusion of Warranties
Except as expressly provided, Physier disclaims all warranties, express or implied, including but not limited to, any implied warranties of satisfactory quality, fitness for a particular purpose, or skill level.
11. Complaints Policy
If you feel that our service has not met your expectations, we encourage you to let us know. We value feedback and use it to improve our services. Complaints can be raised through the following channels:
Phone: 08:00-17:00 (Mon-Fri), 08:00-13:00 (Sat-Sun)
Email: info@physier.com
Letter: Physier, 19 Whitehall Gardens, Acton, London, W3 9RD
We will acknowledge your complaint within 2 working days and aim to resolve it within 20 working days. If we are unable to do so, we will update you on the expected timeline. If the issue is not resolved to your satisfaction, external arbitration may be sought through the Independent Healthcare Sector Complaints Adjudicating Service (ISCAS).
12. Privacy and Data Protection
We take your privacy seriously. Any personal data you provide will be handled in accordance with our Privacy Policy, which outlines how we collect, store, and use your personal information. By using our Services, you consent to the use of your data as described in our Privacy Policy.
13. Changes to Terms
We reserve the right to update or modify these Terms of Service at any time. Significant changes will be communicated via our website or by other means, such as email. Continued use of our services after changes have been posted constitutes your acceptance of the modified terms.
14. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the Services will be subject to the exclusive jurisdiction of the courts of England and Wales.
