These terms apply to everyone who books and attends an appointment with us. By booking an appointment, you agree to them. The version published on our website at the time of your booking is the version that applies.
We are a multidisciplinary physiotherapy and sports therapy clinic. These terms set out how we work together — what you can expect from us, and what we ask of you in return. Please read them before booking. By booking an appointment, you agree to these Terms of Service.
1. Our commitment to you
We are here to help you, and we commit to doing that in any way we can. We will always endeavour to help you book and rearrange appointments to times that suit you, and we promise to give you as much notice as we possibly can of any staff absences. In return, we ask for your kindness, compassion, openness and commitment — that partnership is how we help you best.
2. Mutual respect and our safe space
Our clinic is a safe space for everyone. We ask for your full trust and support so that we can give you the best care possible.
If we ever feel that someone is being rude, insensitive, insulting, disruptive or inappropriate towards any member of our staff or anyone else in our space, we reserve the right to refuse treatment and to ask that person not to return. We do not tolerate abusive behaviour of any kind.
3. Who you will see
Physio Fitness is a multidisciplinary team made up of Physiotherapists, Sports Therapists, Sports Rehabilitators, Chiropractors and Osteopaths. You will not necessarily see a physiotherapist unless you have explicitly asked for one.
If you need to see a specific person or discipline, we will endeavour to arrange it. Equally, if there is a discipline you would prefer not to see, we will honour that — but only if you tell us. We cannot know unless you let us know. We ask for your openness and honesty so that we can match you to the practitioner who suits you best, in terms of personality, treatment approach, expertise and your own preference. We can always move you to a different practitioner if that would serve you better.
4. Booking, fees and payment
By booking an appointment you agree to these terms and you agree to pay the balance due.
Our prices are published on our website and are also available on request by phone. Prices may change from time to time; the price that applies to your appointment is the price published at the time of booking.
Payment is ordinarily due in person immediately after your appointment. Some appointment types require prepayment or a deposit to be taken at the time of booking.
With your consent, we may occasionally store your card details on our secure systems to enable automatic charging — for example, for outstanding balances or agreed fees. Late payment fees may apply to balances that remain unpaid.
5. Arrival and conduct in the clinic
Please arrive on time. If you arrive late, your appointment may need to be shortened so that we can stay on schedule for other clients.
Guests and children are welcome in our waiting area. We simply ask that everyone is respectful of others using the space. Please let us know in advance of any accessibility requirements so we can support you.
6. Cancellations and missed appointments
We ask for a minimum of 12 hours’ notice to cancel or rearrange an appointment.
If you cancel with at least 12 hours’ notice, we will not charge you. If you give less than 12 hours’ notice, or you do not attend, you will be liable for a charge of up to the full value of the appointment, and you agree to be charged. Please give us as much notice as you possibly can.
Where a missed or late-cancelled appointment is part of a prepaid block, the session will be deducted from your block as though it had been used (see section 8). For all other appointments, any no-show or late-cancellation charge will be invoiced to you for payment.
7. Illness
If you are unwell, please give us as much notice as possible. In most cases you will know at least the day before that you are not well enough to attend. We may apply discretion to the cancellation charge in genuinely serious or sudden cases, but this is not guaranteed and is decided case by case. Please do not attend if you are contagious.
8. Courses of treatment paid upfront (blocks)
If you choose to pay for a course of treatment upfront, the following terms apply in addition to everything above.
8.1 Block details
Blocks may be purchased in 6, 12 or 25 sessions, in increments of either 30 minutes or 60 minutes. A block offers a reduced rate compared with individual standard-rate sessions, providing a cost-effective option for ongoing treatment.
8.2 Validity and expiry
Each block is valid for one year from the date of purchase. All sessions must be used within that period. Any session value remaining after one year will be irreversibly wiped and lost, and no refund will be issued for expired sessions. We will endeavour to warn you before this happens, but if for any reason we are unable to contact you, the value will still be wiped.
8.3 Cooling-off period
If you change your mind after purchasing a block, you have a cooling-off period of 10 days from the date of purchase, during which you may cancel your block and receive a full refund. If you have already used one or more sessions during this period, those sessions will be charged at the standard (non-discounted) rate and the remaining balance refunded. Once the 10-day cooling-off period has ended, the refund terms in section 8.4 apply.
8.4 Refunds
Used sessions are non-refundable under any circumstances. If you request a refund for unused sessions, the refund will not be pro-rata: sessions previously discounted within the block will be recalculated at their standard rate as at the time of purchase, and the remaining balance refunded. If this recalculation results in an amount payable by you, no further payment will be required to exit the block.
8.5 Non-transferable
Blocks are for your exclusive use and cannot be transferred to friends or family members without the agreement of the practice manager.
8.6 Cancellations within a block
A minimum of 12 hours’ notice is required. With less than 12 hours’ notice, the session will be deducted from your block as though it had been used.
8.7 Block prices
Block prices are locked in at the time of purchase and are not affected by any later price changes. New blocks purchased after a price change will reflect the updated rates.
8.8 Session length
You must choose either 30-minute or 60-minute sessions at the time of purchase, and these are not interchangeable. If you hold 30-minute sessions and book a 60-minute appointment, you may apply two 30-minute sessions to it or pay separately for the additional time. If you hold 60-minute sessions and book a 30-minute appointment, you may apply one session or choose to pay separately.
8.8 Session length
- Massage blocks cover massage only and do not include the use of specialised therapy equipment.
- Functional Rehab blocks cover functional rehabilitation and gym equipment use.
- Therapy blocks include traditional and advanced therapy techniques and access to all equipment except MBST.
8.10 Therapist levels
Blocks are tied to the level of therapist selected at purchase. Our levels are Associate, Senior and Clinical Director.
- An Associate block is for sessions with associate therapists only.
- A Senior block is primarily for sessions with senior therapists, but you may also see an associate therapist where appropriate.
- A Clinical Director block is primarily for sessions with the Clinical Director, but you may also see a senior or associate therapist where appropriate.
- When a client with a senior or Clinical Director block sees a lower-level therapist, this uses one whole session from the block, or may be paid for separately at the one-off rate.
- Clients with an associate-level block are restricted to associate therapists, except in one-off circumstances at our discretion (for example, therapist absence or the need for specific expertise).
- You may permanently upgrade to a higher-level therapist by paying an adjustment fee for the remaining sessions in your block.
- You may book a one-off session with a higher-level therapist by paying for that session separately at the higher therapist’s rate.
8.11 Payment
All block payments are due in full at the time of purchase. A payment plan may be arranged on separate terms with the practice manager.
8.12 Termination by us
Physio Fitness reserves the right to terminate a block at any time, with a pro-rata refund provided for unused sessions.
9. Insurance
We accept insurance patients in specific circumstances. Please read this section carefully.
9.1 What you confirm
If you attend using insurance, you confirm that:
- you are attending under the terms of your agreement with your third-party provider;
- all information you have provided is accurate and complete;
- you understand we will claim directly from your provider where possible;
- if your provider declines payment for any reason — including invalid authorisation, policy exclusions, excesses or appointment limits — you will be personally responsible for the full cost of treatment;
- you may also be liable for any applicable excess under your policy;
- you are not attending fraudulently and you are eligible for treatment under your policy.
9.2 Telling us in advance
It is your responsibility to tell us that you wish to claim on insurance at least 24 hours before your appointment, so that we can help make sure you are booked with the correct practitioner and appointment type. If you do not, you may be liable for the cost yourself.
9.2 Telling us in advance
It is your responsibility to tell us that you wish to claim on insurance at least 24 hours before your appointment, so that we can help make sure you are booked with the correct practitioner and appointment type. If you do not, you may be liable for the cost yourself.
9.3 BUPA (direct)
BUPA is the only insurer we deal with directly. To claim through BUPA you must see specific therapists — please call or ask us for the current list. We will claim the appointment value directly from BUPA, so you will not need to pay on the day (except for any excess). However, you must inform us in advance and provide your Membership Number and Authorisation Code. Without these, you will be charged on the day.
9.4 All other insurers (e.g. AXA, Vitality, WPA)
We do not have direct links with any other insurer, which means we cannot claim the appointment value back on your behalf. You will be expected to pay on the day and then claim the cost back from your insurer yourself. We are happy to support you by providing invoices and registration numbers, but we cannot submit the claim for you.
9.5 Seeing the right practitioner
Some insurers require you to see a specific practitioner or discipline (for example, a physiotherapist). Please check with your insurer that you have booked with an appropriate practitioner. If you book with an inappropriate practitioner and your insurer declines to pay as a result, you will be liable for the cost. You remain liable for any excess in all cases.
9.6 Information sharing
If you are using insurance, you agree to your relevant information being shared with your insurer for the purpose of your claim (see section 14).
10. Consent to treatment
Examination and treatment are often hands-on and may involve physical contact and undressing to a degree appropriate to the area being treated. Your consent is required for treatment, and you may withdraw your consent at any time. A chaperone is available on request — please just ask.
11. Your health information
So that we can treat you safely, you must tell us about any relevant medical history, conditions, medications, pregnancy or other circumstances that may affect your treatment. If you withhold relevant information, you do so at your own risk. We may decline, pause or modify treatment on clinical or safety grounds, and may refer you on to another practitioner or service where appropriate.
12. No guarantee of outcome
We provide treatment with reasonable skill and care, in line with our professional standards. While we will always do our best for you, the outcome of treatment and the course of recovery cannot be guaranteed.
13. Treating under-18s
We regularly treat clients under the age of 18. Treatment of a minor requires the consent of a parent or guardian. A parent or guardian does not need to be present at every appointment, but must be contactable and must have given consent. A chaperone is available on request.
14. Data protection and privacy
We take your privacy seriously and comply with the UK GDPR and the Data Protection Act 2018. Physio Fitness Bournemouth Limited is the data controller for your information.
We collect the information needed to provide your care and run our service safely — your contact details, clinical records, and payment and insurance information. All information is held on secure servers and protected using appropriate computer systems and safeguards.
We retain your information for as long as is necessary to provide your care and to meet our legal and professional obligations, which in practice can be a long period for clinical records. You may request that we delete your information; we will honour this wherever we can, but we may be unable to delete records we are legally or professionally required to keep.
We will only share your information with a third party — such as your GP — with your consent, except where we are required or permitted to share it by law, or where sharing is necessary for an insurance claim you have asked us to support (see section 9.6).
We will communicate with you about your appointments by SMS and email unless you opt out. You can ask us to stop these communications at any time.
You have rights over your information, including the right to access it, correct it and request its deletion. To make a request about your data, please contact us at reception@physiofitnessdorset.co.uk.
15. Liability
To the fullest extent permitted by law, we limit our liability as follows. Our clinic and gym sit on a private estate, and parking is in a communal car park that we do not control. We are not liable for any injury, loss, damage or accident that occurs in the car park, on the roads or pathways outside our buildings, or while you are travelling between our buildings — for example, between the gym and the clinic. We are not responsible for personal belongings brought onto the premises.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for anything else that cannot lawfully be excluded.
16. Gift vouchers
Gift vouchers, where offered, are subject to their own separate terms and conditions, which are provided with the voucher.
17. Complaints
If you have a concern or complaint, please email us at reception@physiofitnessdorset.co.uk. Complaints will be escalated to the practice manager and handled fairly and promptly. We genuinely want to know if something is not right, so that we can put it right and keep our clinic the safe, supportive space we intend it to be.
18. Changes to these terms
We may amend these terms from time to time. The current version published on our website is the version that applies to your booking.
19. Governing law
These terms are governed by the law of England and Wales.
Physio Fitness Bournemouth Limited
By booking an appointment with Physio Fitness, you confirm that you have read, understood and agree to these Terms of Service.