Terms & Conditions

Booking and Cancellations

Appointments can be booked online, by phone, or in person.
24 hours’ notice is required for cancellations.
Late cancellations or no-shows may incur a fee at the clinician’s discretion.
To protect against missed appointments and insurance excesses, clients may be asked to provide valid card details when booking.

Payments

Self-paying clients: payment is requested on the day of treatment.
Insurance clients: all policy and authorisation details must be provided in advance.
For those using Private Medical Insurance (PMI), card details may be required to ensure payment of any policy excess or late cancellation charge. These are securely stored via Stripe.
No payment will be taken without first informing the individual.
Trust Physio cannot guarantee reimbursement from insurers.

Medical Records

Medical records are retained securely for at least 8 years after treatment.
Patients may request access, correction, or deletion of their data at any time.
Records may be shared with other healthcare professionals or insurers with your consent, or where legally required.

Professional Standards

All clinicians are HCPC registered and follow CSP and HCPC professional and ethical standards.
Treatments are based on current evidence and clinical judgment.

Communication & Marketing

Appointment reminders may be sent via email or SMS.
Newsletters or special offers are sent only with your consent — unsubscribe at any time.

Complaints

If you have concerns about your care or experience:

Discuss informally with your clinician or admin team.
For formal complaints, email info@trust-physio.co.uk or write to the clinic address.
Complaints are acknowledged within 5 working days.
If unresolved, you may contact the HCPC or CSP for independent review.

Limitation of Liability

Treatments are provided with professional care and diligence.
However, Trust Physio cannot be held liable for indirect or unforeseen outcomes.
Clients must provide accurate information for safe and effective care.

Changes to Terms

We may update these Terms periodically; updates will be posted on our website.