Terms & conditions

WILLOW HOUSE PHYSIOTHERAPY

Terms and Conditions

Below are the terms and conditions on which we, Willow House Physiotherapy and Personal Training Ltd, provide physiotherapy services (the ‘Services’).  The extent of the Services that we will provide to you will depend on what we agree and what is the result of the Initial Assessment (see the paragraph  below).  Before you agree that we will provide Services to you and/or carry out the Initial Assessment, please read these terms and conditions.  If you have questions concerning them please ask before entering into a contract with us.

Information about us and how to contact us

Who we are.  We are Willow House Physiotherapy and Personal Training Services Limited, a company established in England and Wales.  Our registered office address is at Willow House, Tattershall Road, Billinghay, Lincolnshire LN4 4BW.

How to contact us.  You can contact us by telephoning us on 01526 860740 or by writing to us at [email protected] by email or by post to Willow House, Tattershall Road Billinghay, Lincolnshire LN4 4BW.

How we may contact you.  If we need to contact you we will do so by telephone or in writing at the email address or postal address that you have given us for this purpose.

Initial Assessment

We shall firstly perform an initial assessment of your needs and requirements (‘Initial Assessment’).  An Initial Assessment consists of:

• a discussion of your needs;
• an evaluation of your needs;
• a full objective examination of your problem; and
• developing a programme of recommended action to address your needs and requirements.

An Initial Assessment takes approximately 45 minutes and will involve talking to you about your past medical history and what the issues relating to your condition are.  We will discuss treatment options and you will be asked to give verbal consent for any treatment. We may also require you to sign a consent for treatment form and release of information form if this is required for a third party such as Occupational Health or your solicitor.

Result

Please note that after the Initial Assessment has been carried out, we may decide that we cannot provide any Services if, for example, treatment for the condition may not be suitable or appropriate.

Performance of the Services After Initial Assessment

We will normally provide you with the Services only after an Initial Assessment has been carried out.  If there is a period of more than 6 weeks between an Initial Assessment and us providing Services, we will ask you to confirm in writing either the Initial Assessment remains accurate, or ask you to undergo another Initial Assessment and it is at our discretion what we choose to ask you to do in this case.  If we ask you to undergo another Initial Assessment then you will have to pay our usual fee for this.

Outcomes

It is not possible that any particular result or outcome can be guaranteed as a result of us providing the Services.  Our aim is to provide the Services using reasonable care and skill.  Some patient’s conditions may take longer than others to treat and we will regularly reassess the treatment plan with you.

Sessions

If we have not pre-agreed the number of sessions to be provided, we shall provide sessions on a session-by-session basis.  We will agree the date and time of the first session and any subsequent sessions by telephone, in person or by email.

The requirement to remove some items of your clothing

In order for us to provide the appropriate Services it may be necessary for you remove some items of clothing or footwear.  If we require you to do this and you decline then we will have to cease providing the Services but you will still have to pay the fee for that session.

Exercises

We may set you exercises or tasks to be completed between sessions.  You are not obliged to complete these assignments or tasks, but if you do not complete them then your progress in achieving any desired outcomes may be significantly reduced.

Stopping a session

We may stop any session at any time and not continue with it if we consider that you are not following our reasonable instructions.  If this happens, you will still be liable to pay the fee for that session.

Costs of sessions and payment of fees

Our fees for each session are as confirmed by us to you. We may require you to provide credit card details.  We will only take payment from that credit card, without your specific permission, if for any reason a fee for a session is not paid by you.  If all fees have been paid and the treatments have concluded, we will destroy your credit card details.  We will never provide your credit card details to another person.

You are personally liable to pay all of our fees and any surcharges incurred, such as any cancellation fees.  We are happy to accept you as a client if you are arranging to pay through a third party, such as private medical insurance, however it is your responsibility to check with that third party whether you have to pay any excess and how much treatment they will pay for, as you are liable for any balance of your fees.

Payment

You will pay our fees at the end of each session by cash, cheque or credit/debit card payment.  You can pay for several sessions in advance if you wish to.

If you are late for a session

If you are late arriving at a session, the session will begin on your arrival and continue until the time when it is scheduled to end.  If you wish the session to overrun, and we agree, then you will be charged for the extra time we spend in providing the Services at that session.

If you cancel or do not attend for a session

If you have booked as session and you cancel with less than 24 hour’s notice or do not attend for the session then you are liable to pay the cost of that session.  Please be aware that, in many cases, insurance companies will not pay our fees if you have not attended or cancelled with less than 24 hours’ notice.  In such a case you will be personally liable to pay our full fee for that missed or cancelled session.

If we cancel

 

On occasion we may have to cancel a scheduled session with you.  This may occur, for example, if a staff member is sick or if a preceding session has overrun due to unforeseen circumstances.  If we have to cancel a scheduled session, we will book you another appointment as soon as reasonably possible.  No charge will be made to you for a session cancelled by us.

Confidentiality

We shall treat all personal information and data supplied by you as confidential.  We shall not disclose such information to any third party without your prior written permission, except where required by law or where action might be necessary to protect you or someone else.

Data Protection

We are registered under the Data Protection Act 1998 and we shall treat all personal data in accordance with the requirements of that Act and the General Data Protection Regulations when they come into force from 25 May 2018.

Outcomes

We shall seek to enable you to achieve your desired outcomes.  No outcome can be guaranteed, however, and you have sole responsibility for acting on any recommendations or advice we give you to help you achieve your outcomes.  However, you agree that we have no liability to you for any loss incurred by you, whether financial or otherwise, from our provision of the Services, nor for any perceived failure by you, whether justified or otherwise that we have failed to achieve your desired outcomes.

Liability and indemnity limitation on our liability to you

Our liability to compensate you for any loss or damage (except in the case of loss or damage other than death or personal injury) is limited to a reasonable amount (and not exceeding the amount you pay in total for the Services), having regard to such factors as to whether the damage was due to a negligent act or omission by us.  This limitation on our liability shall not apply to our liability to you for death or personal injury arising from our providing you with the Services or otherwise caused by our negligence or the negligence of our employees, agents or subcontractors or fraud and fraudulent misrepresentation.

Limitation and exclusion of liability

We shall not be liable to you under any circumstances for any indirect or consequential loss arising from our providing you with the Services.

Your liability to us

You agree that you are liable to us for any and all loss or damage suffered, including any reasonable legal fees or costs, as a result of any breach of this agreement by you.

Variation

We may change any of these terms or conditions, including our fees, on giving you 30 days notice in writing with an explanation of the change and its effect.

Termination by us

In exceptional circumstances including but not limited to illness or other commitments, in appropriate behaviour by you, refusal to be treated in a reasonable way, actual or potential conflict of interest, we may decide to terminate the Services early in any session and/or refuse or be unable to provide further Services to you.  In such circumstances, we shall give you reasonable notice of termination where practicable and will promptly refund to you any advance payments made for the Services not yet provided.

Severance

If a court or other competent authority finds that any provision of these conditions (or any part of any condition) is invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted and the validity and enforceability of the other provisions of the contract will not be affected.

Events outside our control

We will not be liable to you as a result of any delay or failure to perform our obligations under this contract as a result of any event beyond our control, including but not limited to, strikes, lock-outs or other industrial disputes, failure of a utility service or transport network, act of God, fire, floods or storm or breakdown of equipment.

 

Third party rights

For the purposes of the Contracts (Rights of Third Parties) Act 1999 this agreement is not intended to, and does not, give any person who is not a party to it any right to enforce any of its provisions.

Complaints

If you are unhappy with the Services that we provide, we hope you will first discuss any problems or issues with the practitioner who treated you.  If that does not resolve matters to your satisfaction, you should refer your complaint to the practice director who will handle the complaint.  If she does not resolve it to your satisfaction, then we will provide you with a copy of our complaints procedure.

Governing Law

This agreement is governed and construed by English law and we and you submit to the exclusive jurisdiction of the courts of England and Wales.

WILLOW HOUSE PERSONAL TRAINING

Terms and Conditions

Below are the terms and conditions on which we, Willow House Physiotherapy and Personal Training Ltd, provide personal training services (the ‘Services’).  The extent of the Services that we will provide to you will depend on what we agree and what is the result of the Initial Assessment (see the paragraph below).  Before you agree that we will provide Services to you and/or carry out the Initial Assessment, please read these terms and conditions.  If you have questions please ask before entering into a contract with us.

Information about us and how to contact us

Who we are.  We are Willow House Physiotherapy and Personal Training Services Limited, a company established in England and Wales.  Our registered office address is at Willow House, Tattershall Road, Billinghay, Lincolnshire LN4 4BW.

How to contact us.  You can contact us by telephoning us on 01526 860740 or by writing to us at [email protected] by email or by post to Willow House, Tattershall Road Billinghay, Lincolnshire LN4 4BW.

How we may contact you.  If we need to contact you, we will do so by telephone or in writing at the email address or postal address that you have given us for this purpose.

Initial Assessment

We shall firstly perform an initial assessment of your needs and requirements (‘Initial Assessment’).  An Initial Assessment consists of:

• PAR-Q Health Assessment
• a discussion of your needs;
• an evaluation of your needs;
• developing a programme of recommended action to address your needs, goals and requirements.

An Initial Assessment takes approximately 30 minutes and will involve talking to you about your past medical history and the issues relating to your condition.  We will discuss exercise options and agreed goals.

Result

Please note that after the Initial Assessment has been carried out, we may decide that we cannot provide any Services if, for example, treatment for the condition may not be suitable or appropriate.

Performance of the Services After Initial Assessment

We will normally provide you with the Services only after an Initial Assessment has been carried out.  If there is a period of more than 6 weeks between an Initial Assessment and us providing Services, we will ask you to confirm in writing either the Initial Assessment remains accurate or ask you to undergo another Initial Assessment and it is at our discretion what we choose to ask you to do in this case. 

Outcomes

It is not possible that any particular result or outcome can be guaranteed as a result of us providing the Services.  Our aim is to provide the Services using reasonable care and skill. 

Sessions

If we have not pre-agreed the number of sessions to be provided, we shall provide sessions on a session-by-session basis.  We will agree the date and time of the first session and any subsequent sessions by telephone, in person or by email.

Exercises

We may set you exercises or tasks to be completed between sessions.  You are not obliged to complete these assignments or tasks, but if you do not complete them then your progress in achieving any desired outcomes may be significantly reduced.

Stopping a session

We may stop any session at any time and not continue with it if we consider that you are not following our reasonable instructions.  If this happens, you will still be liable to pay the fee for that session.

Costs of sessions and payment of fees

Our fees for each session are as confirmed by us to you. We may require you to provide credit card details.  We will only take payment from that credit card, without your specific permission, if for any reason a fee for a session is not paid by you.  If all fees have been paid and the treatments have concluded, we will destroy your credit card details.  We will never provide your credit card details to another person.

You are personally liable to pay all of our fees and any surcharges incurred, such as any cancellation fees.  We are happy to accept you as a client if you are arranging to pay through a third party, such as private medical insurance, however it is your responsibility to check with that third party whether you have to pay any excess and how many sessions they will pay for, as you are liable for any balance of your fees.

Payment

You will pay our fees at the end of each session by cash, cheque or credit/debit card payment.  You can pay for several sessions in advance if you wish to.

If you are late for a session

If you are late arriving at a session, the session will begin on your arrival and continue until the time when it is scheduled to end.  If you wish the session to overrun, and we agree, then you will be charged for the extra time we spend in providing the Services at that session.

If you cancel or do not attend for a session

If you have booked as session and you cancel with less than 24 hour’s notice or do not attend for the session then you are liable to pay the cost of that session.  Please be aware that, in many cases, insurance companies will not pay our fees if you have not attended or cancelled with less than 24 hours’ notice.  In such a case you will be personally liable to pay our full fee for that missed or cancelled session.

If we cancel

On occasion we may have to cancel a scheduled session with you.  This may occur, for example, if a staff member is sick or if a preceding session has overrun due to unforeseen circumstances.  If we have to cancel a scheduled session, we will book you another appointment as soon as reasonably possible.  No charge will be made to you for a session cancelled by us.

Data Protection

We are registered under the Data Protection Act 1998 and we shall treat all personal data in accordance with the requirements of that Act and the General Data Protection Regulations when they come into force from 25 May 2018.

Outcomes

We shall seek to enable you to achieve your desired outcomes.  No outcome can be guaranteed, however, and you have sole responsibility for acting on any recommendations or advice we give you to help you achieve your outcomes.  However, you agree that we have no liability to you for any loss incurred by you, whether financial or otherwise, from our provision of the Services, nor for any perceived failure by you, whether justified or otherwise that we have failed to achieve your desired outcomes.

Liability and indemnity limitation on our liability to you

Our liability to compensate you for any loss or damage (except in the case of loss or damage other than death or personal injury) is limited to a reasonable amount (and not exceeding the amount you pay in total for the Services), having regard to such factors as to whether the damage was due to a negligent act or omission by us.  This limitation on our liability shall not apply to our liability to you for death or personal injury arising from our providing you with the Services or otherwise caused by our negligence or the negligence of our employees, agents or subcontractors or fraud and fraudulent misrepresentation.

Limitation and exclusion of liability

We shall not be liable to you under any circumstances for any indirect or consequential loss arising from our providing you with the Services.

Your liability to us

You agree that you are liable to us for any and all loss or damage suffered, including any reasonable legal fees or costs, as a result of any breach of this agreement by you.

Variation

We may change any of these terms or conditions, including our fees, on giving you 30 days notice in writing with an explanation of the change and its effect.

Termination by us

In exceptional circumstances including but not limited to illness or other commitments, in appropriate behaviour by you, refusal to be treated in a reasonable way, actual or potential conflict of interest, we may decide to terminate the Services early in any session and/or refuse or be unable to provide further Services to you.  In such circumstances, we shall give you reasonable notice of termination where practicable and will promptly refund to you any advance payments made for the Services not yet provided.

Severance

If a court or other competent authority finds that any provision of these conditions (or any part of any condition) is invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted and the validity and enforceability of the other provisions of the contract will not be affected.

Events outside our control

We will not be liable to you as a result of any delay or failure to perform our obligations under this contract as a result of any event beyond our control, including but not limited to, strikes, lock-outs or other industrial disputes, failure of a utility service or transport network, act of God, fire, floods or storm or breakdown of equipment.

Complaints

If you are unhappy with the Services that we provide, we hope you will first discuss any problems or issues with the practitioner who treated you.  If that does not resolve matters to your satisfaction, you should refer your complaint to the practice director who will handle the complaint.  If she does not resolve it to your satisfaction, then we will provide you with a copy of our complaints procedure.

Governing Law

This agreement is governed and construed by English law and we and you submit to the exclusive jurisdiction of the courts of England and Wales.