Terms & conditions

We provide services to the client (“you”) in return for a fee subject to the terms set out in these terms and conditions. These form the agreement between you and Sheffield Home Physio (“us”) and set out the entire understanding between you and us. They replace any previous agreements we may have had unless specifically stated otherwise.

You are advised to ask any questions regarding these terms and conditions before consenting to our services. If you have difficulties accessing our terms and conditions, please contact us by email (abi@sheffieldhomephysio.co.uk).

You indicate your consent to these terms and conditions in full by signing the consent form in your pre appointment questionnaire which asks you to confirm reading these terms and conditions.

If you do not agree with all these terms and conditions of service, you should not proceed with purchasing services from us.

We may change any of these terms or conditions at any time, including our fees.

Assessment and treatment sessions will take place in your home. It is your responsibility to ensure a safe environment in your home to receive services (i.e. fire alarms in good working order, not smoking during a session, any agitated pets kept in a separate room).

On occasion, it may be deemed appropriate for your therapy to take place in another location such as your garden or local park – this will be discussed and agreed with you in advance of your session.

Home visits rely on safe and timely access. Please ensure that we have your full address, parking and access details at least 24 hours before the visit. If the physiotherapist is unable to gain access within 15 minutes of the appointment start time, the visit will be treated as a late cancellation and you will still be liable to pay the full fee for that session (see cancellation & late appointments section).

We will explain proposed assessments and treatments in terms you can understand, including benefits and risks, and obtain your consent before proceeding.

You may withdraw your consent or refuse any particular treatment techniques at any time. Alternatives will be offered where possible, however, if treatment needs to cease this will be discussed with you. The fee for the session will still need to be paid in full.

Our ability to provide appropriate services to you is reliant upon the information that you provide to us.

You agree to provide us with:

• Accurate and complete information in response to your initial questionnaire and any follow up questions which we may ask of you, either in writing or face to face.
• Any information which could reasonably be expected to be relevant to your condition or treatment. If in doubt then please discuss with us to determine whether the information is likely to be relevant.

Please disclose to us if you are receiving treatment from another provider. If this treatment is deemed to interfere with therapy provided by Sheffield Home Physio, we may recommend that you stop the additional treatment for the duration of your sessions, or delay involvement of our services.

All services start with an initial assessment. We will only provide you with treatment services after an initial assessment has been carried out. If there is a significant period between an initial assessment and provision of treatment services, we may ask you to undergo another initial assessment.

Where we have assessed your condition and believe that we are unable to provide suitable treatment, we will not provide further services. In such cases, we will endeavour to provide you with a full explanation and recommendations (where possible).

The exact treatment services we will provide will depend on your condition and the outcome of the initial assessment. Please find a list below of some treatments which can be offered, but be aware this list is not exhaustive:

• Exercise prescription
• Advice
• Manual (i.e. ‘hands on’) techniques
• Balance training
• Mobility progression
• Falls prevention
• Pre operative rehab
• Post operative rehab

You will be continually assessed throughout your sessions and your treatment plans may change accordingly. You will always be involved in your treatment planning.

Some assessment and treatment techniques may require changing or removal of some items of clothing. This will always be explained fully to you and your consent will be sought. Your dignity will be maintained at all times. You will not be required to remove intimate items of clothing (i.e. underwear) at any time.

It is common for an exercise programme to be prescribed, which will be individualised to your needs. You are not obliged to complete these exercises, but your progress in achieving the desired outcome may be adversely affected if you do not complete them. Please discuss any concerns or barriers regarding your exercise programme with us.

We are unable to guarantee results or outcomes from our services. We recommend and implement treatments that we believe are likely (based upon our experience and training) to be effective, but we cannot guarantee results.

We will treat all personal information supplied by you as confidential. We will not disclose such information to any third party without your prior permission, except where required by law or where action might be necessary to protect you or someone else.

Sheffield Home Physio is registered with the Information Commissioner’s Office (ICO) and treats all personal data in accordance with the ICO requirements.

Clients have the right to access information held about them either electronically or in paper format. Clients who wish to obtain this information will need to contact Sheffield Home Physio by email or in writing. We will require you to sign a Release of Medical Records Form.

Current fees are displayed on our website. Prices may change from time to time. Any change will not affect an appointment that has already been confirmed.

All payments must be made at the end of each individual session. We accept payment by cash or bank transfer. We are unable to accept cheques.

Additional administrative work may incur additional fees. This work could include report writing, referrals, consented contact with other professionals involved in your care, or researching aids/adaptations or equipment on your behalf. These will be discussed and agreed with you before completion.

You are personally liable to pay all of our fees and any surcharges incurred, such as any cancellation fees. Should you wish to claim a refund of our fees from a private health cash plan or insurance, we will provide you with a suitable receipt for your payment.

If you are late for a session

If you are late for a session, the session will begin on your arrival and continue until the time when it is scheduled to end. The full fee will still need to be paid. If you wish the session to overrun, and we agree, then you may be charged at our discretion for the extra time we spend in providing the services.

If you cancel or are not present for a session

If you have booked a session and you cancel with less than 24 hours’ notice or you are not available at your address within 15 minutes of the appointment start time, you are still liable to pay the full fee for that session.

If you develop symptoms of a contagious illness (e.g. flu, Covid-19) or a medical emergency occurs shortly before the session, the cancellation fee may be waived at the physiotherapist’s discretion, provided they are notified before departing for the visit. Please contact us as soon as possible regarding this. If you become unwell and are unsure whether or not to cancel your appointment, please contact us as soon as possible by telephone or email to enable us to discuss this with you.

Appointment reminders are a courtesy only. Not receiving a reminder does not waive any charge.

If we are late for a session or cancel

On occasion, we may have to cancel a scheduled session. This may occur, for example, if the physiotherapist is unwell or due to other unforeseen circumstances. If we have to cancel a scheduled session, we will book you another appointment as soon as reasonably possible. No charge will be made to you for the session cancelled by us.

If we are delayed by traffic or other unforeseen events, we will inform you promptly and offer to continue or reschedule as appropriate. If you choose to continue with the session we will aim to provide the full appointment time if possible. If we are unable to provide the full appointment time you will only be charged for the time that could be provided.

If a session is terminated due to inappropriate behaviour by you, your failure to follow reasonable advice, or you wish to terminate a session without a justifiable reason, you will still be liable to pay the full fee for that session. If a session is terminated because you become unwell during the session, a reasonable agreement will be made between you and us.

If a session is terminated due to the physiotherapist’s personal unforeseen circumstances, you will only be charged for the time provided.

If we terminate provision of our services to you, we will give you reasonable notice of termination where possible.

Nothing in these conditions will limit or exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

We provide our services with reasonable care and skill in accordance with professional standards. However, we do not guarantee that the services will achieve your specific desired outcomes or personal goals, and we are not liable for any perceived failure by you to achieve them.

To the maximum extent permitted by law, our total liability to you for any claims arising out of or in connection with the services provided—whether in contract, tort (including negligence), or otherwise—shall be limited to the total fees paid by you to us for the specific services giving rise to the claim. We shall not be liable for any indirect, consequential, or economic loss.

We confirm that we maintain valid Professional Indemnity Insurance and Public Liability Insurance. Details of our current insurance coverage can be provided upon written request.

You acknowledge that physiotherapy involves physical activity that carries inherent risks of strain or injury. By engaging in our home-based services, you agree that:

• You have provided a full, accurate, and honest medical history, and will immediately notify us of any changes to your health.
• You are responsible for providing a safe, clean, and unobstructed space within your premises for the treatment to take place.
• You will strictly follow the physiotherapist’s instructions regarding equipment use, exercise form, and safety to minimise risk.

We shall not be held liable for any injury, loss, or damage resulting from:

• Pre-existing conditions or medical facts that you failed to disclose during the Initial Assessment or on your pre-appointment forms.
• Exercises or routines performed unsupervised, incorrectly, or outside of the agreed treatment plan.
• Hazards within your premises (such as trips, structural hazards, or pet-related incidents), unless directly caused by our physical negligence.
• Loss or damage to your personal property during a home visit, unless directly caused by our negligence.

For the purposes of the Contracts (Rights of Third Parties) Act 1999, this agreement is not intended to, and does not, give any person who is not a party to it any right to enforce any of its provisions.

We will not be liable or responsible for any delay or failure to perform our obligations under this contract caused by an event outside our reasonable control, including but not limited to severe weather, transport network disruptions, utility failures, or industrial disputes. In such cases, we will contact you as soon as possible to reschedule.