T & Cs

These terms apply to all physiotherapy services provided by PhysiWork LTD, trading as Shala Physiotherapy ("we", "us"), a company registered in England and Wales (company number 16832298), registered office 29 Elston Road, Aldershot, Hampshire, GU12 4HX. Phone: 07397 860726. Email: leorshala@gmail.com.

By booking an appointment you agree to these terms. Please read them carefully, especially section 3 on cancellations and deposits. Our clinicians are registered with the Health and Care Professions Council (HCPC).

Nothing in these terms affects your statutory rights as a consumer.

• Appointments can be booked [online / by phone / by email]. Your booking is confirmed once we have received your deposit.
• A deposit of 50% of the total session fee is payable when you book. It is deducted from the cost of your appointment.
• The remaining balance is due [at the end of each appointment]. We accept [card / bank transfer / cash].
• No refunds: fees for sessions that have taken place are non-refundable, including any unused time if you choose to end a session early. This does not affect your statutory rights if a service is not provided with reasonable care and skill.
• Our current prices are shown on our website and at the clinic. We may change prices from time to time, but the price confirmed when you booked will apply to that appointment.
• If you buy a block of sessions, these must be used within [X months] of purchase.
• If you do not pay an invoice when due, we may suspend further bookings until it is settled.

If you need to cancel or rearrange, please give us at least 24 hours' notice so we can offer the slot to another patient.

When you cancel

What happens to your deposit?

-  More than 24 hours before your appointment

Refunded in full, or carried over to a rearranged appointment

- Less than 24 hours before your appointment

Not refunded

- You do not attend (no-show)

Not refunded

• To cancel, contact us by phone on 07397 860726 or email at leorshala@gmail.com. The time we receive your cancellation is the time we use.
• If you arrive late, your appointment may be shortened so other patients are not delayed. The full fee still applies.
• If we need to cancel or rearrange your appointment, we will give you as much notice as possible and refund your deposit in full or rebook you at no extra cost.
• We may use our discretion to waive the deposit charge in exceptional circumstances, such as a medical emergency or bereavement.

Bookings made online or by phone: you have a legal right to cancel within 14 days of booking. By booking an appointment that falls within those 14 days, you ask us to start the service in that period, and the 24-hour rule above will apply to that appointment.

• Your physiotherapist will assess you and explain the proposed treatment, its benefits, risks and alternatives. We will ask for your consent before treating you, and you can withdraw consent at any time.
• Please give us full and accurate information about your health, medication and medical history, and tell us about any changes. We cannot be responsible for problems arising from information that was not disclosed.
• We cannot guarantee a particular result from treatment. Outcomes depend on many factors, including following your home exercise programme.
• Patients under 16 must be accompanied by a parent or guardian, who will give consent on their behalf.
• You may ask for a chaperone at any appointment.
• We may decline or stop treatment if we believe it is not clinically appropriate, and will refer you elsewhere where needed.
• We expect patients to treat our staff with respect. We may end treatment if a patient is abusive or threatening.
• Online (video) appointments require a private space and a reliable internet connection. If the connection fails on our side, we will rebook you at no cost.

We are registered with [list insurers]. If your treatment is covered by insurance, you are responsible for checking your cover and obtaining an authorisation number before your first appointment. Any amount your insurer does not pay, including excesses, is your responsibility. Insurers do not pay for missed or late-cancelled appointments; these fees are payable by you.

We carry professional indemnity and public liability insurance. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Otherwise, we are not liable for losses that were not foreseeable, or for business losses.

We handle your personal and health information in line with our Privacy Policy.

If you are unhappy with any part of our service, please contact us at leorshala@gmail.com or on 07397 860726. We will acknowledge your complaint within [5] working days and aim to resolve it within [20] working days. If you remain unhappy, you can contact the Health and Care Professions Council at hcpc-uk.org.

We may update these terms from time to time. The version in force when you book will apply to that booking. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.