Terms & conditions

1. About the practice and these terms

These terms cover the Richard Jones Physio website, appointment arrangements and private physiotherapy services provided by the practice. They are intended for an England-based practice. Read them alongside your appointment confirmation, any agreed treatment information and the Privacy policy.

Contact: info@richardjonesphysio.co.uk. Practice address: 16 Blackthorn Road, Stratford-upon-Avon.

Nothing in these terms removes your statutory consumer rights. Any individually agreed change must be clear and lawful; a later website edit does not automatically change an existing booking.

2. Enquiries and appointment confirmation

An enquiry is not a confirmed booking. The website email helper only prepares a draft in your email application. An appointment is agreed when the practice confirms the service, date, time, location or remote arrangement, fee and relevant terms and you accept those arrangements.

Before you commit, the practice will make available the provider’s details, what is included, the total payable price or how it is calculated, any agreed additional costs, payment arrangements and cancellation information. You should receive confirmation you can keep, such as an email. Please check it and tell us promptly about any error.

You can enquire about private physiotherapy without a GP referral. An insurer may have separate referral or authorisation requirements. The practice may recommend another service if the requested treatment is not appropriate or within its scope.

3. Fees, payment and insurance

Current fees and appointment lengths are confirmed before booking. No price list, deposit amount or payment method is created by these terms. Additional reports, pool charges or other services require an explained price and your agreement before they are incurred.

Payment is due on the date or terms agreed in your confirmation. The price of an accepted appointment will not be increased retrospectively without your agreement. Any price change for future bookings will be made clear before you book them.

Where insurance is involved, please confirm authorisation and cover before treatment. We will explain any agreed direct-billing arrangement and any excess or excluded charge you are responsible for. We will not assume that an insurer has agreed to fund care or make you responsible for an undisclosed charge.

4. Assessment, consent and your treatment plan

Richard will discuss your symptoms, relevant history and goals, assess you within his professional scope and explain the proposed approach, reasonable alternatives and material risks. An assessment may lead to advice or referral rather than treatment on that day.

Treatment requires valid, informed and ongoing consent. You can ask questions, decline a technique or ask for treatment to stop. Signing an onboarding form is not advance permission for every procedure. Ask about a chaperone, a support person, privacy or adjustments before your appointment so appropriate arrangements can be discussed.

Please provide relevant, accurate information and report changes in your condition, medicines or symptoms. Exercise recommendations must be followed within the agreed limits, with feedback if they are not manageable. This does not transfer the practice’s professional responsibilities to you.

Care will be provided with reasonable care and skill. A particular recovery time, number of appointments or clinical result cannot be guaranteed. The plan should be reviewed with you rather than continued automatically without a clinical reason.

5. Hydrotherapy and treatment-specific precautions

Hydrotherapy requires an individual assessment, health screening, agreed pool arrangements and consent. Suitability depends on your condition, safe entry and exit, confidence in water and facility requirements. Tell Richard about wounds, infection, recent surgery, continence concerns, heart or breathing problems, seizures and any other relevant change before attending. A pool session may need to be postponed or replaced with a clinically suitable alternative.

Any acupuncture or dry needling, where offered and appropriate, requires separate screening and a discussion of material risks and alternatives. Thoracic needling is not offered by this practice. No treatment is offered outside the practitioner’s verified competence, scope and indemnity arrangements. The website does not provide instructions for self-needling.

6. Children, capacity and representatives

Please ask whether the practice can meet a child’s or another person’s particular needs before booking. Consent and confidentiality are assessed individually. Young people aged 16 and 17 are generally presumed able to consent; an under-16 who sufficiently understands the proposed care may also be able to consent. Otherwise, consent must come from someone with appropriate parental responsibility.

Adults are presumed to have capacity unless there is a reason to assess it. If an adult lacks capacity for a decision, the applicable Mental Capacity Act framework, any valid advance decision and the authority of any health-and-welfare attorney or court-appointed deputy must be considered. Being a relative or “next of kin” does not automatically authorise someone to consent on an adult’s behalf.

7. Changing, cancelling or missing an appointment

Please give at least 24 hours’ notice if you need to cancel or rearrange an appointment. Contact the practice through the route in your confirmation; keep a record of a message you send. We will be understanding of genuine emergencies and consider reasonable individual circumstances.

For less than 24 hours’ notice or a missed appointment, a charge may apply only where the policy was made clear before booking and the charge is fair. It will not exceed the agreed appointment fee or a reasonable amount reflecting the net loss caused by the cancellation. We take account of costs saved and whether the appointment can be filled, and take reasonable steps to reduce the loss. There is no automatic penalty or double recovery.

You may ask how a charge was calculated or challenge it. Statutory cancellation rights, where they apply, take priority over this policy. In particular, this clause does not authorise a late-cancellation fee for unperformed services when you validly use a statutory cooling-off right.

If you arrive late, contact us. We will explain whether a safe and useful shorter session is possible; another patient’s appointment will not be delayed without agreement. Any charge for a missed or unusable session must still meet the fairness principles above.

8. Statutory cancellation rights for relevant remote bookings

Where your contract qualifies as a distance or off-premises service contract under the Consumer Contracts Regulations 2013, you generally have 14 days after the day the contract is made to cancel without giving a reason. Whether a particular booking is covered depends on how the contract is formed; simply sending an enquiry does not form a contract. An in-person booking does not automatically attract a cooling-off right.

To exercise an applicable right, send a clear cancellation statement to the practice email or confirmed postal address before the period ends. You may use the optional wording below, but do not have to. A cancellation message does not require the practice’s permission to take effect.

If you would like treatment to start during an applicable cancellation period, the practice must obtain your express request first, in a durable medium where required. If you then cancel, payment may be due only for the proportionate service actually supplied in accordance with the Regulations and the information already given to you. You do not lose the right merely by booking a date within 14 days.

The statutory right ends after the contracted service has been fully performed only where it began at your express request and you acknowledged in advance that full performance would end the right. Missing required cancellation information or consent can affect what the practice may charge and can extend cancellation rights.

Any refund due following statutory cancellation will be made without undue delay and within the applicable 14-day deadline, normally by the original payment method and without a refund fee. This clause does not limit a longer statutory period or other remedy.

9. If the practice needs to cancel or change care

If Richard is unavailable, a pool closes or another issue prevents the agreed appointment, we will tell you as soon as reasonably possible. You may choose an acceptable alternative appointment or a refund for a service not provided. You will not be required to accept a credit instead of a refund where a refund is due.

Where continuing treatment would be unsafe or inappropriate, the practice will explain the concern and discuss appropriate next steps. Threatening or abusive behaviour may also make an appointment unsafe. Any decision to stop providing care must respect professional duties and your consumer rights; it does not create an automatic right to retain payment for unprovided care.

10. Articles, exercise downloads and website use

Articles and charts provide general information, not a diagnosis, individual treatment plan or emergency service. The author credit identifies the writer; it does not mean the writer is a physiotherapist. Clinical-review status is stated separately. Review copies must not be treated as clinically approved patient prescriptions.

Use exercise advice appropriate to your circumstances and seek assessment when needed. Do not continue an exercise that causes sharp pain, new neurological symptoms or feeling unwell. Do not delay urgent care because of something on this website. Call 999 in a medical emergency; use NHS 111 or an urgent GP service where appropriate.

NHS and NICE links are references, not approval or endorsement of the practice or its resources. External websites have their own terms. We aim to keep information accurate but cannot promise that a page is suitable for every individual or that the site will always be available. This does not exclude responsibility the law says cannot be excluded.

You may read, download and print practice resources for your own information and care, keeping authorship, sources and safety notices. Do not sell, materially alter, republish commercially or falsely attribute them without permission. Third-party content remains subject to its owner’s rights. Do not misuse the site, attempt unauthorised access or upload malicious material. Linking to the site must not imply a relationship or endorsement that does not exist.

11. Your rights and the practice’s responsibility

Services must be supplied with reasonable care and skill and match binding information given before booking. Where a service fails to meet the applicable requirements, you may have rights to repeat performance or a price reduction under the Consumer Rights Act 2015, together with other remedies. We will not propose clinically inappropriate repeated treatment merely as a contractual remedy.

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other responsibility that cannot lawfully be limited. We remain responsible for losses for which the law makes us responsible. You are not asked to waive rights by using a chart, accepting treatment risks or signing a form.

12. Raising a concern

Tell Richard or email info@richardjonesphysio.co.uk, describing what happened and how you would like it resolved. The practice will acknowledge the concern, investigate fairly, explain the outcome and discuss a remedy where appropriate. Ask for a different communication format or support if you need it. Making a complaint will not lead to unfair treatment.

Data protection complaints follow the process in the Privacy policy, including the 30-day acknowledgement requirement. HCPC can consider concerns within its professional-regulatory remit, but it is not a general fee-refund service. You can seek independent consumer advice or use legal remedies; these terms do not require you to give them up.

13. Governing law and future changes

These terms are governed by the law of England and Wales. This does not take away mandatory consumer protections or rights to bring proceedings in a court available to you under applicable law, including relevant rights where you live in Scotland or Northern Ireland.

If a term is unenforceable, the remaining lawful terms continue to apply. Failure to act immediately does not waive either party’s rights. Updates apply to future arrangements; a material change to an existing agreed service requires an appropriate lawful agreement.

Last updated: 10 November 2026.