The Physio Den

Terms & Conditions

Last updated: October 2026

These Terms & Conditions apply to services provided by The Physio Den, 22 Long Street, Wotton-under-Edge, Gloucestershire, GL12 7BT.

By booking or receiving a service from The Physio Den, you agree to these Terms & Conditions. They are intended to explain clearly how the Practice operates and what you can expect from us. They do not affect any statutory rights you may have as a consumer.

1. About The Physio Den

The Physio Den is an independent physiotherapy, rehabilitation, strength and wellbeing clinic.

Services may include, depending on availability and suitability:

• musculoskeletal physiotherapy;

• physiotherapy assessment and treatment;

• rehabilitation;

• progressive strength training;

• small-group strength training;

• Pilates;

• sports massage;

• remedial massage; and

• other health, rehabilitation or wellbeing services offered by the Practice.

Not every service is suitable for every person. The Practice may recommend an alternative service, further assessment or referral where this is considered appropriate.

Physiotherapy appointments are generally 45 minutes unless otherwise stated at the time of booking.

2. Booking

Appointments and services may be booked online, by telephone, by email or in person.

A booking is confirmed once the Practice or its booking system has confirmed the appointment.

When booking, you should check the date, time, service and price of your appointment and let us know promptly if anything appears incorrect.

Prices are displayed or communicated before booking where reasonably practicable. Prices may change from time to time, but a price already agreed for a particular appointment or service will not normally be changed retrospectively.

3. Your responsibilities

To help us provide safe and appropriate care, you should:

• provide accurate and relevant information about your health, symptoms, medication, medical history and any other information that may affect your care;

• tell us about significant changes in your health or circumstances;

• tell us if you are unsure about an exercise, treatment or instruction;

• follow reasonable clinical and safety instructions;

• tell us about any significant or unexpected symptoms arising during or following treatment or exercise where appropriate;

• arrive on time for appointments;

• treat practitioners, staff and other clients respectfully; and

• tell us about any accessibility or communication requirements that may help you use our services.

Providing accurate information does not remove the Practice's own professional responsibilities. We remain responsible for assessing and managing clinical risk within our professional scope of practice.

4. Cancellation and missed appointments

The Physio Den operates a 24-hour cancellation policy.

We ask that you give at least 24 hours' notice if you need to cancel or rearrange an appointment.

Where less than 24 hours' notice is provided, or where an appointment is missed without notice, the Practice may charge some or all of the appointment fee, depending on the circumstances.

Please see our separate Cancellation Policy for full details.

We recognise that genuine emergencies and unexpected circumstances can occur. Reasonable discretion may therefore be applied.

Repeated late cancellations or missed appointments may result in future appointments requiring advance payment or, where appropriate, the Practice declining further bookings.

5. Late arrival

Please arrive on time for your appointment.

If you arrive late, the appointment may need to finish at the originally scheduled time so that other clients are not affected. This may reduce the amount of time available for assessment, treatment or exercise.

Where someone arrives substantially late, the Practice may consider the appointment to be a late cancellation or missed appointment, depending on the circumstances.

We will use reasonable discretion, particularly where lateness is caused by circumstances outside your reasonable control.

6. Payment

Payment is normally due at the time of booking or at the appointment unless another arrangement has been agreed.

The Practice may accept payment by card, online payment or other payment methods made available by the Practice.

Where an appointment or service requires advance payment, this will be communicated before payment is taken.

If a balance remains unpaid, the Practice may request payment before providing further non-urgent services.

Nothing in this section affects your statutory consumer rights.

7. Refunds

We do not operate a blanket "no refunds" policy.

Where The Physio Den cancels an appointment or is unable to provide a service that has already been paid for, any appropriate refund or alternative arrangement will be considered.

Refunds may also be available where required by law or where a service has not been provided in accordance with applicable consumer rights.

Where a client chooses not to continue with a service that has already been provided, the circumstances will be considered individually. Payment for services that have already been delivered will not automatically be refundable.

8. Clinical assessment and treatment

Physiotherapy and related clinical services involve professional assessment, clinical reasoning and decision-making based on the information available at the time.

Depending on your individual circumstances, your care may include:

• assessment and clinical examination;

• advice and education;

• manual therapy;

• exercise prescription;

• rehabilitation;

• progressive strength training;

• movement or functional assessment;

• review and modification of a treatment programme;

• recommendations to seek further medical assessment; or

• referral to another healthcare professional or service where appropriate.

Your treatment plan may change as your symptoms, circumstances or clinical findings change.

The Practice will work with you to agree appropriate treatment where possible and will explain relevant options, benefits, risks and alternatives where appropriate.

9. Consent

Consent is an important part of physiotherapy and other healthcare services.

Consent should be informed, voluntary and appropriate to the treatment or intervention being provided. Consent is ongoing and may be withdrawn at any time.

You will be given an appropriate opportunity to ask questions or raise concerns before or during treatment.

Some physiotherapy treatment involves physical contact, examination, movement testing or manual therapy. The practitioner will explain what is being proposed where appropriate and will respect your decision if you do not wish to proceed.

Attending an appointment does not, by itself, mean that you have given informed consent to every possible examination or treatment.

10. Exercise and rehabilitation

Exercises and rehabilitation programmes are prescribed based on the information available at the time of assessment and are intended to be appropriate for your individual circumstances.

You should follow the instructions provided and ask if you are unsure how to perform an exercise or how much exercise is appropriate.

Exercises completed independently outside the Practice are not directly supervised by the practitioner. Your symptoms and tolerance may change between appointments.

You should stop an exercise and seek appropriate advice if you experience concerning, unexpected or significantly worsening symptoms.

The Practice will take reasonable steps to provide appropriate clinical advice and manage foreseeable risks. Nothing in these Terms & Conditions excludes or limits responsibilities that cannot legally be excluded or limited.

11. Group exercise, strength training and Pilates

For group exercise, strength training and Pilates sessions, you should follow reasonable instructions relating to safe participation.

You should tell the practitioner or instructor about relevant health conditions, injuries, symptoms or changes in health that may affect your participation.

The Practice may modify, substitute or stop an exercise or activity where this is reasonably necessary for safety or because it is no longer considered appropriate.

You should work within your own ability and ask for clarification if you are unsure about an exercise or instruction.

12. When treatment may be declined, postponed or stopped

The Practice may decline, postpone or stop treatment or exercise where this is reasonably necessary, including where:

• treatment would present an unacceptable safety risk;

• further medical assessment is required;

• the requested service falls outside the practitioner's professional scope of practice;

• insufficient information is available to provide safe care;

• a person is intoxicated or otherwise unable to participate safely;

• behaviour creates a safety risk to the client, practitioner, staff or others; or

• another healthcare service is more appropriate.

Where reasonably possible, we will explain the reason and, where appropriate, suggest an alternative or onward referral.

13. Children and young people

The Physio Den may provide services to children and young people where the service is appropriate and the practitioner is satisfied that safe and appropriate arrangements are in place.

Consent arrangements will depend on the age, maturity, understanding and circumstances of the child or young person.

People aged 16 or over are generally presumed able to make their own healthcare decisions unless there is evidence that they lack capacity.

A child under 16 may be able to consent to treatment where they have sufficient understanding and maturity to understand the proposed treatment and its implications. This is commonly referred to as Gillick competence.

Where a child is not considered able to provide valid consent, consent may be sought from a person with parental responsibility.

Safeguarding, confidentiality and the child's welfare will also be considered.

The Practice may ask a parent, guardian or appropriate adult to attend where this is considered necessary for the child's welfare, safety or the practical delivery of the service.

14. Safeguarding

The Physio Den takes safeguarding seriously.

Where there are concerns about the safety or welfare of a child or adult at risk, information may need to be shared with appropriate services or professionals where this is necessary, lawful and proportionate.

Confidentiality cannot be treated as absolute where disclosure is required or permitted by law, is necessary in the person's best interests, or is necessary to protect someone from serious harm.

15. Confidentiality

We respect the privacy and confidentiality of clients.

Information about your care will normally only be shared with your permission or where there is another lawful basis for doing so.

There are circumstances where information may need to be disclosed without your consent, for example where the law requires or permits disclosure, where disclosure is necessary in your best interests, or where it is necessary to protect someone from serious harm.

16. Data protection

The Practice processes personal information in accordance with applicable UK data protection law.

Further information about what information we collect, why we use it, how long we retain it and your rights is provided in our separate Privacy Policy.

CCTV is covered separately by our CCTV Privacy Notice.

17. Clinical records

The Practice maintains clinical and administrative records relating to the services provided.

Clinical records may need to be retained for professional, clinical, legal, insurance and regulatory reasons and will be retained in accordance with applicable requirements and our Privacy Policy.

A request for deletion of personal information does not automatically mean that clinical records can be deleted where there is a lawful reason for retaining them.

18. Reviews, testimonials and social media

We welcome genuine and honest feedback about your experience.

Clients are entitled to raise concerns or leave genuine reviews. We will not use this Terms & Conditions document to discourage legitimate complaints or honest feedback.

Threatening, abusive, discriminatory, harassing or sexually inappropriate behaviour is not acceptable.

Where content is deliberately false and defamatory, the Practice may consider appropriate action where necessary. This does not prevent clients from expressing genuine opinions or raising legitimate concerns.

The Practice will not disclose confidential client information in response to public reviews.

We will only use a client's testimonial, photograph, video or other identifiable material for promotional purposes where we have appropriate permission or another lawful basis to do so.

19. Equality and accessibility

The Physio Den aims to provide an inclusive and respectful service.

We will consider reasonable adjustments where required by law and will work with clients to identify practical ways of reducing barriers to accessing our services.

Please tell us about accessibility, communication or other requirements when booking where possible so that we can consider how best to support you.

20. Behaviour

Everyone using The Physio Den is expected to behave respectfully.

Threatening, violent, abusive, discriminatory or harassing behaviour is not acceptable. Sexual harassment, deliberately unsafe behaviour, serious intoxication or deliberate damage to property may result in a service being stopped or future bookings being declined.

Where necessary, serious incidents may be reported to the appropriate authorities.

This provision is intended to protect clients, practitioners, staff and visitors and will be applied proportionately.

21. Professional standards

Physiotherapists are regulated by the Health and Care Professions Council (HCPC), which is the statutory regulator for physiotherapists in the UK.

The Chartered Society of Physiotherapy (CSP) is the professional body for physiotherapists. It is not the statutory regulator.

The Practice aims to work in accordance with applicable professional and regulatory standards.

22. Medical emergencies

The Physio Den is not an emergency medical service.

If you have symptoms that may represent a medical emergency, you should seek appropriate emergency medical assistance rather than relying on the Practice for emergency care.

Where appropriate, the practitioner may advise you to contact your GP, NHS 111, emergency services or another healthcare professional.

23. Liability

The Practice is committed to providing services with reasonable care and skill.

Nothing in these Terms & Conditions excludes or restricts liability where doing so would be unlawful, including liability that cannot legally be excluded or restricted.

Nothing in these Terms & Conditions removes or limits your statutory consumer rights.

Where the Practice is legally responsible for loss or damage, its responsibility will be assessed in accordance with applicable law and the circumstances of the individual case.

24. Changes to these Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, systems, legal requirements or professional standards.

The version applicable to your booking will normally be the version published on our website at the relevant time, unless a different arrangement has been expressly agreed.

25. Governing law

These Terms & Conditions are governed by the law of England and Wales.

Any dispute will be subject to the applicable courts of England and Wales, subject to any mandatory consumer rights that apply.

26. Contact

If you have any questions about these Terms & Conditions, please contact:

The Physio Den
22 Long Street
Wotton-under-Edge
Gloucestershire
GL12 7BT

Telephone: 07455 321153
Email: info.thephysioden@gmail.com