1. Introduction

These Terms and Conditions govern the provision of physiotherapy services by Stride Sports Physiotherapy Ltd ("we", "us", "our"), operated by Melissa Reynolds, to patients ("you", "your").

By booking an appointment with us, you confirm that you have read, understood, and agreed to these Terms and Conditions. Please read them carefully before proceeding with a booking.

These Terms and Conditions do not affect your statutory rights as a consumer.

2. About Us

Stride Sports Physiotherapy Ltd is a private physiotherapy practice operated by Melissa Reynolds, a physiotherapist registered with the Health and Care Professions Council (HCPC) and a member of the Chartered Society of Physiotherapy (CSP).

Clinic address: RepStudio, 37-38 Margaret Street, Marylebone, London W1G 0JF Email: mel@stridesportsphysio.com Telephone: 07826 923 555

3. Making and Confirming Appointments

3.1 How to book

Appointments may be booked via:

• Our online booking system at stride-sports-physiotherapy.splose.com

• WhatsApp at 07826 923 555

• Email at mel@stridesportsphysio.com

• Telephone at 07826 923 555

3.2 Booking confirmation

Your appointment is confirmed once you have received a confirmation from us. For online bookings, you will receive an automated confirmation. For WhatsApp or telephone bookings, confirmation will be provided by Melissa directly.

Please check your confirmation details carefully and notify us immediately of any errors.

3.3 New patients

All new patients will be asked to complete a patient consent form prior to their first appointment. This covers your medical history, consent to treatment, and your data protection preferences. Treatment cannot proceed without a completed consent form.

3.4 Insurance patients

If you intend to claim through a health insurer (including Bupa, AXA Health, Vitality, WPA, Aviva, or Cigna), you must obtain a valid pre-authorisation reference from your insurer before your appointment. Please provide your authorisation details at the time of booking. We recommend confirming your cover and session limits with your insurer before commencing treatment.

4. Cancellations, Rescheduling, and No-Shows

4.1 Cancellation by you

We require a minimum of 24 hours' notice to cancel or reschedule an appointment. Notice must be given by WhatsApp, email, or telephone.

Cancellations made with less than 24 hours' notice, or failure to attend without prior notice ("no-show"), will be charged at the full appointment fee. This charge is non-refundable and is not billable to your insurer.

We understand that genuine emergencies arise. In exceptional circumstances, charges may be waived at our sole discretion.

4.2 Cancellation by us

In the unlikely event that we need to cancel or reschedule an appointment, we will give you as much notice as possible. Where cancellation is by us, no charge will apply and we will offer you the next available appointment.

4.3 Late arrival

If you arrive late for your appointment, we will do our best to accommodate you within the remaining time. The full appointment fee will still apply. If you are more than 15 minutes late, we may need to reschedule your appointment and the cancellation policy will apply.

5. Fees and Payment

5.1 Self-paying patients

Our current fees are:

• Initial appointment (45 minutes): £120

• Follow-up appointment (30 minutes): £90

• Extended follow-up (45 minutes): £120

• Packages: available on enquiry

Fees are subject to change. Any changes will be communicated to you in advance of your appointment.

5.2 When payment is due

Payment is due at the time of your appointment. We accept payment by bank transfer, card, or such other methods as notified to you at the time of booking. We do not accept cash.

5.3 Insurance patients

Where you are funded by a health insurer, we will bill your insurer directly where possible, subject to a valid pre-authorisation reference being provided. You remain personally liable for any amounts not covered or reimbursed by your insurer, including:

• Excess amounts under your policy

• Treatment not pre-authorised by your insurer

• Sessions exceeding your authorised session limit

• Any balance outstanding following insurer payment

If your insurer declines to pay for any reason, the full fee becomes immediately payable by you. We strongly recommend you confirm the details of your policy with your insurer before commencing treatment.

5.4 Overdue payments

We reserve the right to charge interest on overdue invoices and to suspend or withhold treatment where fees remain unpaid.

6. Consent to Treatment

Before commencing treatment, you will be required to sign a patient consent form. This confirms that you understand the nature of physiotherapy treatment, including any associated risks, and that you consent to treatment.

You have the right to withdraw your consent to treatment at any time. Withdrawal of consent will not affect your liability for fees already incurred.

Melissa will explain your assessment findings, diagnosis (where applicable), and proposed treatment plan. You are encouraged to ask questions and raise any concerns before treatment begins.

Physiotherapy involves hands-on physical assessment and treatment. Some techniques may cause temporary discomfort or muscle soreness. Melissa will always explain what she intends to do before proceeding and will stop if you request it.

7. Scope of Service and Clinical Limitations

We provide evidence-based physiotherapy services for musculoskeletal, sports, and rheumatological conditions. Our services include assessment, diagnosis of physiotherapy conditions, manual therapy, exercise rehabilitation, and related interventions.

Physiotherapy is not a substitute for medical diagnosis or treatment by a doctor. If Melissa considers that your condition requires medical attention or referral to another healthcare professional, she will advise you accordingly.

We cannot guarantee specific clinical outcomes. Recovery times and results vary between individuals and depend on many factors outside our control, including the nature and severity of your condition, your adherence to the treatment and rehabilitation plan, and other health factors. Treatment goals will be discussed with you as part of your individualised care plan.

We reserve the right to decline to treat or to discontinue treatment where, in our professional judgement, it is not clinically appropriate or safe to do so.

8. Your Responsibilities

To ensure the best possible outcome from your treatment, you agree to:

• Provide accurate and complete information about your medical history, medications, and current symptoms

• Notify us of any changes to your health or medication between appointments

• Follow the treatment plan and home exercise programme agreed with Melissa

• Attend appointments on time

• Give the required notice for cancellations or rescheduling

• Behave respectfully towards Melissa and any other persons at the clinic

We reserve the right to end a treatment relationship where a patient behaves in a manner that is abusive, threatening, or otherwise unacceptable.

9. Liability

Melissa Reynolds is a registered HCPC physiotherapist and holds professional indemnity insurance in accordance with the requirements of the CSP.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

Subject to the above, we are not liable for:

• Any loss or damage arising from your failure to follow our clinical advice or home exercise programme

• Any pre-existing conditions or factors outside our reasonable clinical control

• Indirect or consequential losses, including loss of earnings or loss of sporting performance

The clinic premises are managed by RepStudio. We are not responsible for any loss or damage to personal property while on the premises. Please take care of your belongings during your visit.

10. Confidentiality

We treat all patient information with the strictest confidence, in accordance with our Privacy Policy, UK GDPR, the Data Protection Act 2018, and the ethical requirements of the HCPC and CSP.

We may share relevant clinical information with other healthcare professionals involved in your care (such as your GP or consultant) where this is clinically necessary and in your best interests. We will seek your consent before doing so except in cases of clinical emergency.

Our full Privacy Policy is available at www.stridesportsphysio.com.

11. Complaints

We are committed to providing a high standard of care. If you are dissatisfied with any aspect of our service, we encourage you to raise your concern with Melissa directly in the first instance.

Email: mel@stridesportsphysio.com Telephone: 07826 923 555

We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days.

If you remain dissatisfied following our response, you have the right to raise a concern with the HCPC:

• Website: www.hcpc-uk.org

• Telephone: 0300 500 6184

12. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version will always be available on our website. Continued use of our services after any changes constitutes your acceptance of the updated terms.

13. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from them will be subject to the exclusive jurisdiction of the courts of England and Wales.

Stride Sports Physiotherapy Ltd RepStudio, 37-38 Margaret Street, Marylebone, London W1G 0JF mel@stridesportsphysio.com | 07826 923 555 | www.stridesportsphysio.com