Terms and Conditions

Table of Contents

(1) General

We agree to provide the following online physiotherapy services; including any assessment, diagnosis, advice or treatment program, follow-up appointments and ergonomic assessments to you in return for a fee subject to the terms set out in these Terms and Conditions of Service which forms the agreement between ‘you’ and ‘us’.

These Terms and Conditions of Service includes the entire understanding between you and us and replaces any previous agreements we may have had with you unless specifically stated otherwise. Except for those terms implied by law, which cannot be excluded and any other terms specifically incorporated by reference – no other terms apply.

These Terms and Conditions of Service are specifically for our online physiotherapy services. Please do not use our services if you do not agree to these Terms and Conditions of Service.

You indicate that you consent to these Terms and Conditions of Service in full by purchasing any Physiotherapy or Ergonomic Service from the Website.


Please note that We alter these Terms and Conditions of Service from time to time, and you must review this document before each purchase. This document was last changed on 7th March 2022.

(2) Consent

You signify your consent to these Terms of Service by purchasing any physiotherapy or ergonomic service from the website, in addition to the consent box we highlight at point of purchase/booking.

(3) Clients under 18 years of age.

We require written or verbal consent from your parent or legal guardian if you are younger than 18 years of age, who must also agree to be bound by these Terms & Conditions of Service Agreement. They must further provide proper supervision in relation to the provision of information to Us and provide proper supervision in relation to your use of your Online Physiotherapy Service. All written communication with patients under the age of 18 will be via their parent or guardian’s email address.

(4) Purpose and nature of the Online Physiotherapy Services

You acknowledge that –

(i) no online service is a perfect substitute for an “in-person” appointments with a physiotherapist.

(ii) and as with “in-person” appointments, We are unable to guarantee that our treatments will result in a cure of your particular complaint or condition. We recommend treatments that We believe are likely (based upon our experience and training) to be effective, but We cannot guarantee results.

(iii) The Online Physiotherapist LLP shall not be liable for any injury sustained as a result of advice given. This is in reference to the above comments regarding online service not being a perfect substitute for “in-person” assessment.

(5) Suitability of Our Physiotherapy Services

We reserve the right to terminate these Terms and Conditions of Service at any time for any reasons, which may include: limitations on insurance, your breach of any of the terms associated with the Online Physiotherapy Services, non-compliance with the Specifications, or where We have evaluated / assessed your condition and We believe that We are unable to provide an acceptable treatment online, in which case We will not provide the Physiotherapy Services.

We will endeavour to provide you with a full explanation with recommendations (where possible) and signpost you to the necessary services for further assessment or care.

Where we have not been able to add advice or assistance, we will refund the full fee paid except in the event of your breach or non-compliance of any of Our terms including but not limited to these Terms and Conditions of Service.

(6) Provision of information by you

The quality and success of the Online Physiotherapy Services is reliant upon the information that you provide to Us. In this regard, you agree to provide Us with:

(i) accurate and complete information in response to our online questionnaires and any follow up questions

which We may ask of you either in writing or via a video conversation on the Internet; and

(ii) any information which could reasonably be expected to be relevant to your condition or treatment.

(7) Provision of Advice by Us

We agree to provide you with a written document containing your treatment program or other requested information via email within 24 hours of completing your full evaluation unless agreed otherwise. We will also send you periodic prompts to your email address as part of the treatment program.

(8) Using Our Physiotherapy Services

  1. Full understanding required: You must not implement our treatment program or act on any advice unless you fully understand it.
  2. Please ask any questions before implementing any treatment program or acting on any advice provided by Us.
  3. Cessation: The phrase ‘No pain, no gain’ does not apply to any treatment program or advice provided by Us. You must immediately cease using our treatment program and cease acting upon any advice given by Us if you experience any pain or discomfort. In these circumstances, you must contact Us as soon as possible.
  4. Third persons: You must not provide our treatment program to any other person. We assume no duty of care in relation to any third persons.

(9) Private Medical Insurance

The Online Physiotherapist LLP is registered with a selection of major private medical insurers. If you would like to use your cover to fund treatment please provide evidence of your policy / authorisation number in the ‘further information’ box on booking your appointment. These details can be found on your authorisation letter, which also details any policy excess you are due to pay at the first session. If you are unable to provide evidence of your cover at your first session with us, then you will be responsible for any appointment fees, until you provide us with this.

Please note that depending on your level of cover we may be required to take a policy excess. We reserve the right to ask for evidence of this, and will collect this from you at your first session.

We therefore kindly ask that you clarify any treatment limits or excess that you may have with your private medical insurer, before you attend your first appointment. If your private medical cover does not cover the full cost of your treatment, or if you fail to notify us of your policy excess, then any shortfalls that arise will be invoiced directly to you. This is payable within 7 days of the invoice date. You are ultimately responsible for the cost of your treatment, even if your treatment is funded by private medical insurance.

(10) Changing a booking

To ensure everybody has equal opportunity to access our service the 24 hour cancellation policy applies. You can change a booking without penalty as long as you make us aware at least 6 hours before the booking is due to start. We will manually change this for you. If cancelled within 24 hours then 50% of the cost is refunded, if less than 6 hours then no refund is given. If for extenuating circumstances you need to cancel, please email our team and we will try to help assessing on a case by case basis.

(11) Cancellations & Refunds Policy

If for any reason your delivered Online Physiotherapy Service does not conform to the UK Sale of Goods Act of 1979 as amended, We will be happy to issue a credit or refund.

24 hour and 6 hour Cancellation Policy as per above ‘Changing a booking’

Your refund will be issued by the end of the next business day and a confirmation email will be sent to the email address linked to your account. Please note, Stripe can take up to 10 working days to process a refund.

Treatment Packages

You can cancel a treatment package at any point. Your refund will be calculated on a pro-rata basis. Any consultations that have already occurred or that was due to occur within the next 24 hours will be deducted and you will be refunded the remainder of the fee. Please email us at or send a message if you would like to cancel a treatment package. The timestamp on your email will be used to calculate your refund. If you have any queries about this process please feel free to contact us.

(12) Products bought via the Shop

All products bought via our page are purchased on the base of sound advice and recommendations of many other users. The purchase is made at your own risk in conjunction with the contract between yourself and the product manufacturer. The Online Physiotherapist holds no liability for any issues with products bought – but will attempt where possible to support your cause against the manufacturer if any major issues ensue.

(13) Liability

We will not be liable for any loss or damage (in contract negligence or otherwise) where:

(i) there is no breach of a legal duty of care owed to you by Us;

(ii) the loss or damage is not a reasonably foreseeable result of any such breach; or

any loss or damage or increased risk of loss or damage results from a breach or non-compliance by you of

Our terms including but not limited to these Terms and Conditions of Service, such as you providing inaccurate or incomplete information.

In particular, We are not liable for:

(i) any loss of your emotional well-being including, but not limited to, any embarrassment caused;

(ii) any loss of income or anticipated profits;

(iii) any loss of opportunity;

(iv) loss of goodwill or injury to reputation;

(v) losses suffered by third parties; or

(vi) any indirect, consequential, special or exemplary damages arising from the use of the Online Physiotherapy Service, regardless of the form of action.

To the extent that We are not able to exclude Our liability to You in accordance with the applicable law, We limit our liability to the re-performance of the relevant Online Physiotherapy Services, or a full refund unless We specifically agree with you otherwise.

Nothing in these Terms and Conditions of Service excludes or limits Our liability for death or personal injury caused by Our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects Your statutory rights.

(14) Use of the Online Physiotherapy Service outside of the United Kingdom

We make no claims or representations that the Online Physiotherapy Services may be lawfully used outside the England and Wales. Unless otherwise expressly stated or agreed, the Online Physiotherapy services are directed solely at patients who receive the Online Physiotherapy Services from within the England and Wales. If you choose to access or use the Online Physiotherapy Services from outside of England and Wales, you do so at your own risk, and are subject to the judiciary system of England and Wales.

(15) Governing law

These Terms of Service and all the documents incorporated herein are governed by and construed in accordance with English Law. You agree to submit to the exclusive jurisdiction of the English courts.

(16) Specifications (what you will need)

You agree to have the following in place to enable us to provide you with Online Physiotherapy Services:

(i) good working Internet connection;

(ii) necessary microphone / headphones / camera or similar equipment;

(iii) Zoom, Skype or WhatsApp application unless We have agreed with you to use a different application or platform.

(iv) We do not accept any liability in the event that you are unable to comply with the Specifications set out above.

(17) Use of discount codes – You can only use one discount code per consultation.

(18) Confidentiality

Anything clients share with a physiotherapist is regarded confidential, whether it is business or personal information. The physiotherapists undertake not to, at any time, (unless required to do so by law), either directly or indirectly, use or disclose any information the client shares with them during their sessions.

(19) Definitions 

In this document and the documents incorporated by reference, the following terms have the following meanings unless the context clearly requires otherwise:

“Service” means the terms and conditions of purchasing our physiotherapy services as set out in this document and the documents incorporated by reference;

“Website” means the web site located at the domain “theonlinephysiotherapist.com” and on all sub-domains, folders and sub-folders on this domain.

(20) Interpretation

In this document, unless the context clearly requires otherwise:

The terms “we”, “us” and “our” are references to are provided via this web site, which is owned and operated by The Online Physiotherapist Ltd.

Words defined in the singular have the corresponding meaning in the plural;

Reference to a “person” includes a reference to a corporation, association or other entity;

Reference to a “written request” means a request submitted to us by email, by post or using the “contact us” form on the website.

Reference to the “Parties” means both you and us.

All monetary amounts are expressed in British Pound (£)