Letting you know about how we work.
These are the terms and conditions of Heritage Physiotherapy. By scheduling an appointment or agreeing to these terms, you are entering into an agreement with Heritage Physiotherapy, subject to the conditions detailed below.
Assessment & Treatment
A fully registered physiotherapist from Heritage Physiotherapy will provide your assessment and treatment.
Please note that before any treatment is initiated, a detailed clinical assessment will be completed. During this initial assessment, the therapist will ask questions about your symptoms, general health, medical history, and will physically examine the affected area.
You may be required to undress slightly for examination, so we kindly ask that you bring shorts and/or a vest/tank top for your personal comfort. You are welcome to bring a chaperone with you to the assessment, but please notify us beforehand.
The therapist will explain any assessment or treatment procedures, and you are always welcome to ask questions, voice concerns, or decline any part of the treatment at any time. It is vital that you provide the physiotherapist with accurate health details and notify us of any changes to your medical history.
Payment Terms
Patients are personally liable to pay the treatment fees of Heritage Physiotherapy, including any surcharges or late cancellation fees incurred.
We accept card payments, cash, or cheques, and payment is due immediately after your session (unless pre-paid online). If required, invoices can be sent via email, and bank transfers are accepted.
Medical Insurance
Any shortfalls in cover by an insurance company for treatment received will need to be paid in full by the client.
If you are claiming treatment costs through a medical insurance policy, you must inform us at the time of booking and provide all required policy numbers and authorisation details.
Please check with your provider before booking to verify that your specific policy covers our services. Note that insurance companies do not always cover full costs (such as excesses or specific physical therapy treatment extras).
Appointment Cancellations & Reschedules
A minimum of 24 hours’ notice is required for any appointment changes or cancellations.
If you fail to arrive for a scheduled appointment or provide less than 24 hours' notice, you may be charged the full treatment fee.
For private-paying clients, we will not charge a fee on the first instance of a late cancellation/no-show, but the full treatment fee may be charged on any subsequent occasions. Insurance/referral conditions vary based on the specific insurer's terms and conditions.
Please arrive on time. While we do our best to accommodate late arrivals, arriving late may result in a reduced treatment duration or require us to reschedule your session.
Children’s Policy
The assessment and treatment of children under 16 must be discussed and arranged on an individual basis with the physiotherapist.
We maintain a strict safeguarding policy: all children under 16 must be chaperoned by a parent or legal guardian for the entire duration of all appointments.
Information Sharing
For patients aged 16 and over, we require explicit written consent to share any details of your treatment or diagnostics with another person (including partners, parents, or employers), except for direct referrals between medical professionals involved in your care.
Liability
Heritage Physiotherapy accepts no responsibility or liability for any indirect, special, or consequential loss or damages howsoever caused, or any liability arising from the services or treatments provided, except in the case of personal injury or death caused solely by the negligence of the business or its therapists.
Complaints
We aim to provide a high-quality, professional, and compassionate service. If you are not satisfied with any aspect of your experience, please let us know.
We hope you will raise any issues directly with the practitioner involved in the first instance. If this does not resolve matters to your satisfaction, your complaint will be formally escalated to the clinic's management team.