Terms and Conditions
Last updated: August 2025
These Terms and Conditions apply to all appointments, home visits, workshops and related services provided by Farnham Physiotherapy & Sports Clinic
1. Charges for therapy and price changes
Current fees are displayed on our website and in clinic. Prices may change from time to time. Any change will not affect an appointment that has already been confirmed.
2. Payment methods for self-funding patients
Payment is due at the end of each session, unless agreed otherwise in writing. We accept cash, debit and credit cards (except American Express)
3. Patients using medical insurance
We are registered with major insurance companies. We can invoice your insurer directly if you provide your membership details and a valid authorisation number at your first appointment. You are responsible for any policy excess, co-payments, declined claims, limits being reached, or services not covered by your policy. If an insurer has not settled our invoice within 60 days, you agree to pay us directly and reclaim from your insurer.
4. Deposits
A deposit may be required to secure certain appointments. The deposit amount and any special conditions are stated at the time of booking. Deposits are applied to your final bill. See section 6 for the circumstances in which a deposit may be retained.
5. Late payment and debt recovery
Late or overdue invoices may incur a reasonable administration charge. If invoices remain unpaid, we may refer the matter to a debt recovery service.
6. Cancellation, rescheduling and non-attendance
We aim to offer appointments promptly and fairly. To do this we require notice if you cannot attend.
Please give at least 24 hours’ notice to cancel or reschedule.
Cancellations, reschedules or non-attendance with less than 24 hours’ notice may be charged the full appointment fee.
If a deposit was taken, it will be retained if you cancel or reschedule within 24 hours, or if you do not attend.
Appointment reminders are a courtesy only. Not receiving a reminder does not waive any charge.
If you arrive late, we shall try to accommodate you within the remaining time, however the full fee will still apply.
Exceptional circumstances, for example medical emergencies, may be considered at our discretion. Please contact us as soon as possible.
6.1 Home visits
Home visits rely on safe and timely access.
Please ensure we have your full address, parking and access details at least 24 hours before the visit.
If our clinician cannot gain access, if no adult is present where required, or if you are not available within 15 minutes of the start time, the visit will be treated as a late cancellation. The full fee may be charged and any deposit may be retained.
If we are delayed by traffic or unforeseen events, we shall inform you promptly and offer to continue, reschedule or refund any deposit as appropriate.
7. Access to medical records and reports
We can supply photocopies of records to a third party when we receive a signed written request. An administration charge of £50.00 applies. As a matter of good practice, your physiotherapist may send a discharge report or letter to your GP or consultant. Tell your physiotherapist if you do not wish us to do this. For patient-requested reports to insurers or other professionals, an administration fee of £25.00 applies.
8. Children and vulnerable adults
Patients under the age of 16 must be accompanied by a parent or legal guardian. If no appropriate adult is present, a member of staff will remain in the room. If this is not possible, we shall arrange an alternative appointment. A chaperone can be requested for any consultation.
9. Consent, dignity and patient responsibilities
We promote open communication between patient and therapist. We shall explain proposed assessments and treatments in language you can understand, including benefits and risks, and obtain your consent before proceeding. You may withdraw consent at any time. Patients are encouraged to maintain independence where possible, for example undressing themselves. Assistance is given only when requested and agreed.
10. Online booking and communications
When you book online you will receive confirmation and reminder messages by email or SMS. Please check the details are correct and contact us if changes are required. For home visits, you must provide address, parking and access information. Our Privacy Policy explains how we handle personal data in online booking systems.
11. Workshops and events
Workshop places are limited. The cancellation window for workshops is stated at the time of booking. Any attendee offers or discounts are valid only for the period stated.
12. Safety and exclusions
Please inform us of any changes in your health, new medications, or new symptoms before treatment. If you develop red-flag symptoms, for example severe new pain with numbness, loss of bladder or bowel control, unexplained weight loss or fever, seek urgent medical advice via NHS 111 or 999 before attending.
13. Data protection and privacy
We handle personal data in line with UK GDPR and the Data Protection Act 2018. Please refer to our GDPR Policy for details of what we collect, how we use it, and your rights.
14. Complaints
If you have a complaint, please contact the Practice Manager by telephone on 01252 726479 or in writing to Farnham Physiotherapy & Sports Clinic, 20 Firgrove Hill, Farnham, Surrey GU9 8LQ. We aim to resolve concerns promptly and fairly.
15. Changes to our Terms & Conditions
We may update our terms and conditions from time to time. The version and date above show when changes were made. Material changes will be highlighted on our website for a reasonable period.
16. Governing law
These terms and conditions are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the English courts.
