Terms and conditions

Website Terms and Conditions

  1. Website Interaction & Medical Disclaimer

By accessing and using this website, you acknowledge that the content provided is for general information purposes only. It is not intended to replace or substitute professional medical advice, diagnosis, or treatment. Always consult with your physiotherapist or other healthcare provider for any concerns about your health.

2. Copyright & Content Ownership

All content on this website, including text, images, logos, videos, and any other materials, is owned by Fiveways Physio or licensed for use unless otherwise stated. You are granted a limited, non-transferable, and non-exclusive license to view and access the content for personal, non-commercial use only. Any unauthorised use, reproduction, distribution, or modification of the content is prohibited without prior written consent from us.

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Terms & Conditions

Last updated: 12th September 2025

We’re a small, independent physiotherapy service specialising in neurological and long-term conditions. We’re passionate about helping you live well and move better, and we do this by bringing physiotherapy directly to your home or community setting.

The following Terms & Conditions are designed to ensure clarity, safety, and fairness in how we work together. By signing this document, you are confirming your understanding and agreement.

1. Introduction & Scope of Services

We offer individualised physiotherapy assessments and treatment sessions in your home, community setting, or remotely (where appropriate). Our focus is on supporting people with long-term or neurological conditions, providing high-quality care with compassion and professionalism.

We aim to work collaboratively with you and/or your family or carers, tailoring treatment to your personal goals and needs.

2. Initial Assessment

Your first session with us will include a detailed assessment. This helps us understand your health history, current challenges, and what you’d like to achieve. We will then tailor our assessment to your needs before we discuss what treatment might be helpful.

Prior to your initial assessment, we will ask you to fill in a pre-assessment form. This will ask for your recent and general medical history, as well as your expectations of physiotherapy and an outline of the goals you want to achieve. This will help inform our assessment and help the process to be more efficient and person-centred.

Please note: In some cases, following the initial assessment, we may advise that physiotherapy isn’t appropriate at this time. If that’s the case, we’ll explain why and may recommend other options or signpost you to suitable services.

3. Booking, Cancellation & No‑Show Policy

Appointments can be arranged by phone, email, or through our website.

If you need to cancel or reschedule, we kindly ask that you give us at least 24 hours’ notice. This gives us the chance to offer the appointment slot to someone else.

  • Cancellations made with less than 24 hours’ notice, or missed appointments without notification, will be charged at the full session fee.

  • We understand that emergencies happen, and we will always consider individual circumstances.

4. Fees, Payment & Invoicing

Fees will be discussed and confirmed before your first appointment.

We offer two payment options:

  • Card payment on the day (via mobile card reader)

  • Invoicing, either per session or periodically (e.g., monthly). Invoices are due for payment within 10 days of issue.

We accept payment via credit/debit card or bank transfer. Please use your name as a payment reference.

If payment is delayed beyond 10 days, we may follow up with a reminder. Persistent late payments may result in suspension of services.

5. Travel Charges

We do not usually charge for travel within our standard service area. However, for appointments outside this area, an additional fee will apply. This will always be agreed with you in advance.

6. Client Responsibilities

We’re committed to providing safe, effective care. We ask that clients help us do that by:

  • Being open and honest about your medical history, medications, and current symptoms

  • Informing us of any changes to your health, environment, or availability

  • Following your agreed treatment plan, including exercises or activities to be done between sessions

  • Providing a safe and accessible environment for treatment at home

7. Ending or Pausing Treatment

You are free to end treatment at any time, though we recommend discussing this with your therapist so we can ensure a smooth and safe transition.

We also reserve the right to discontinue or pause treatment in situations such as:

  • Repeated late cancellations or missed appointments

  • Concerns about safety, conduct, or non-engagement with therapy

  • Medical reasons where treatment is no longer appropriate

In these cases, we will discuss the reasons with you and, where possible, signpost you to other services.

8. Confidentiality & Data Protection

Your privacy is extremely important to us. All personal and medical information shared with us is treated in strict confidence.

We comply with the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018. Information is stored securely and only shared with other health professionals (e.g., your GP or consultant) with your consent.

You have the right to access or request a copy of your personal data. Please contact us if you'd like to do this.

Please refer to our Privacy Policy for further details.

9. Insurance & Liability

We are fully insured with both professional indemnity and public liability insurance.

While we take every care to deliver treatment safely and professionally, we are not responsible for any injuries, accidents, or damages occurring outside of the therapy context or due to non-adherence to advice.

10. Force Majeure (Unforeseen Circumstances)

If we are unable to attend your appointment due to unforeseen circumstances (e.g., illness, severe weather, travel disruption), we will contact you as soon as possible to reschedule. We ask for your understanding in these rare situations.

11. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any disputes or legal matters will be resolved under the jurisdiction of the English courts.

12. Updates to These Terms

We may occasionally update these Terms & Conditions. The most current version will always be available on our website. Where relevant, we’ll notify clients directly of any significant changes.