Physiotherapy Patient Terms and Conditions

1) About Nuffield Health

Nuffield Health is a registered charity in England and Wales (Number: 205533), a registered charity in Scotland (Number: SC041793) and a company limited by guarantee registered in England and Wales (Number 576970) with its registered office at Epsom Gateway, Ashley Avenue, Epsom, Surrey KT18 5AL ("Nuffield Health").

2) Key Definitions

"Appointment", "Booking" or "Order" means the ability to book or schedule appointments (including via the Website).

"Services" means physiotherapy services and any related tests, procedures, equipment or content.

"Treatment" means the Services we provide to You in accordance with these Terms and Conditions.

"Website/Site" means Nuffield Health's website and associated services.

"We/Us/Our" means Nuffield Health.

"You/Your" means the patient or user.

A. Consent and Card Details

  • Card details (mandatory for all patients): We will take and securely store your card details as an encrypted token, even if payment will be funded by an insurer or corporate organisation. This enables automatic payment where, for example, an excess is owed, a self-pay charge applies, or a late cancellation/non-attendance fee is due.
  • Authorised charges to your card: By registering, you authorise Us to charge your card for:
    • Late cancellation/non-attendance: if You cancel or change an Appointment with less than 24 hours' notice or fail to attend, a fee of up to £49 may be charged. Where Treatment is covered by insurance, You are personally responsible for this charge.
    • Self-funded items: charges You incur, including tests, procedures and equipment, for initial and subsequent Appointments.
    • Policy excess: any excess outlined by Your insurer will be taken automatically from Your stored card token.
    • If a third party doesn't pay: where Your account should have been paid by a third party (such as your employer or insurer) partnered with Us, but they fail to settle in full or in part, You authorise payment to be taken from your stored card.

B. Funding Route (Insurer / Employer / Self-Pay)

  • Insurers partnered with Nuffield Health: Check with Your insurer that You have adequate cover before booking any Appointment with Us.
  • Insurers, employers or third parties not partnered with Nuffield Health: You must pay for Treatment in full; an invoice will be provided for You to recover costs directly with Your funder.
  • Self-pay:
    • If You book an initial assessment online or by phone, payment is taken at the time of booking.
    • If You book a follow-up directly with Your physio or onsite team, payment is taken on the day of Treatment.
    • Your card details will remain stored for subsequent Appointments.

C. Booking, Acceptance, Changes and Availability

  • When Your Booking becomes binding: Submitting a booking request (Order) does not mean it's accepted. Your Booking is binding when We issue a written acceptance/confirmation (e.g., booking confirmation message). If We cannot supply the Services, We'll inform You and won't process the Order.
  • Changes to your Booking by You: You may request changes up to a maximum of 24 hours before your Appointment and must provide Us with at least one working day's prior notice. If the change affects the price, We'll notify You of the amended price.
  • Service availability: Not all Services are available at all times. We may need to amend or cancel Your Appointment, including after confirmation, due to circumstances beyond Our control or practitioner unavailability.
  • Order numbers: We may assign an Order number; please quote it in all correspondence. If Order terms conflict with these Terms, the Order takes priority.

D. Prices, VAT, Payment and Late Payment Interest

  • Prices: The price for Services is as per Our price list in force when We confirm Your Order. Prices include VAT; if the VAT rate changes between Order and delivery, We will adjust to reflect this unless You have already paid Us in full.
  • Payment: If You do not pay Us when due, We may suspend the Services, Treatment or Appointment until all outstanding amounts are paid.
  • Interest on late payment: We may charge interest on overdue sums at 4% per year above the Barclays Bank plc base rate, accruing daily until payment.

E. Cancellations and Refunds

  • Your right to cancel or reschedule: Unless otherwise specified in Your Booking confirmation, You can cancel or reschedule your Appointment by contacting Us on 0345 045 4845 during 08:00–18:00, Monday–Friday (excluding public holidays), giving Us at least one working day's prior notice and not less than 24 hours' notice before Your Appointment.
  • Late cancellation/non-attendance fee: If You cancel or change with less than 24 hours' notice, or fail to attend, a fee of up to £49 may be charged. You are personally liable for this charge even if insured.
  • Refunds: If You cancel having given sufficient advance notice and have paid Us in advance, We will refund those amounts to You. If We cancel an Appointment You have paid for, We will refund any amounts due.

F. Data Protection and Privacy

G. Limits of Liability

Our Website and its materials are provided without guarantees as to accuracy. We exclude conditions and warranties to the fullest extent permitted by law. We are not liable for indirect or consequential losses (including losses of profits, business, anticipated savings, data or goodwill) where legally permitted.

Nothing in these Terms and Conditions limits or excludes Our liability for death or personal injury caused by Our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

Subject to the foregoing, Our total liability to You for any one event or series of related events will not exceed 150% of the total amount paid by You for the relevant Services or Treatment in the 12 months immediately preceding the incident.

H. Online Booking – Additional Website Terms (if You book via Our Website)

  • Access and use: Your access to Our Website is licensed to You, not sold. We may change or suspend the Website and/or Website terms of use at any time without notice.
  • No misuse; security: You must not introduce malware, attempt unauthorised access or attack the site.
  • Intellectual property: Materials on the site are protected and may only be used for limited personal purposes.
  • Links: You may link fairly and legally without implying endorsement. We are not responsible for third-party websites.

I. Suspension, Acceleration and Termination

If You owe any amounts to Nuffield Health relating to Services ordered, We may accelerate unpaid obligations so that they become immediately due and/or suspend provision of Services until paid in full.

We may terminate Your site licence for non-compliance and discontinue or withdraw the site or Your use of it without liability.

J. Jurisdiction and Governing Law

These Terms and Conditions (and any Website use) are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over claims arising from or related to these Terms and Conditions.

K. Contacting Us

  • Phone: 0345 045 4845
  • Address: Write to Customer Services, Epsom Gateway, Ashley Avenue, Epsom, Surrey, KT18 5AL (or by email/hand delivery). If we need to contact You, We will do so using the contact details You have provided.

L. Patient Acknowledgement

By signing (physically or electronically), or by accepting the Services and/or Treatment, You confirm that You have read and agree to:

  • These Physiotherapy Patient Terms and Conditions (including the late cancellation/non-attendance fee up to £49 and card storage/charging terms).
  • The "Physiotherapy Treatment and Your Rights" booklet (as referenced in the registration form).