Terms and conditions
# Terms & Conditions
**Physique Harmony Ltd**
Last updated: 09/2026
## 1. About these terms
These terms apply when you book or receive any service from Physique Harmony Ltd, whether at our
premises, in your home or online. By booking with us, or by ticking the box on our contact form,
you are agreeing to them.
Physique Harmony Ltd is registered in England and Wales, company number 10743413.
Our physiotherapists are registered with the Health and Care Professions Council (HCPC).
- Email: physio@physiqueharmony.com
- Phone: 07495 829064
Nothing in these terms takes away rights you have as a consumer under UK law.
## 2. Our services
We provide physiotherapy, sports and remedial massage, personal training, and combined
assessments including the Physio MOT. Some services are available at your home in Leicester and
the surrounding area, some at Physique Harmony, and some online.
Physiotherapy and massage are treatments delivered by qualified professionals. Personal training
is exercise coaching and is not a medical service.
## 3. Booking an appointment
You can book by phone, email, through our website, or through our online booking system. A
booking is confirmed once we have agreed a time with you and, where payment is required in
advance, once that payment has reached us.
We will do our best to keep to the time we agree. If we are running late, or if we have to move
your appointment, we will tell you as soon as we can.
## 4. Prices and payment
Prices are shown on our price list and may change. The price that applies is the one in force on
the day of your appointment, or the price you were quoted if we quoted you one.
- **New clients** pay for their first appointment in full and in advance, by bank transfer or a
payment link we send you
- **Later appointments** are paid on the day, unless we agree otherwise with you
- **Physio MOT** is paid in full and in advance in every case
- **Session blocks and gift vouchers** are paid in full at the point of purchase
We accept bank transfer, card, cash, Google Pay and Apple Pay. If a payment fails or is not made when
due, we may decline to provide further appointments until it is settled.
## 5. Changing or cancelling an appointment
Please give us as much notice as you can. We keep a cancellation list, so early notice usually
means someone else can use the slot.
**If you give us less than 24 hours' notice, or do not attend, we charge a £20 fee.**
Where you have paid in advance, we keep £20 from your payment and either refund the rest or hold
it against your rearranged appointment, in which case you add the £20 back when you next come in.
Where the appointment came from a session block, that session counts as used.
**If we have to cancel**, we will offer you the earliest alternative that suits you. If you would
rather not rearrange, we refund anything you have paid for that appointment in full.
## 6. Session blocks
- A block of 5 physiotherapy/massage sessions is paid in full when you buy it
- It is valid for **3 months** from the date of purchase
- It covers physiotherapy/massage sessions only, not personal training or a Physio MOT
- It belongs to the person who bought it and cannot be transferred to anyone else
- Sessions left unused after 3 months are no longer available
Because a block is sold at a reduced rate, it is not refundable once the first session has been
taken. If you have not started it and your circumstances change, contact us and we will do what
we reasonably can.
## 7. Physio MOT
- A Physio MOT is paid in full and in advance
- We provide one Physio MOT per person every six months
- Your written report is sent within 48 hours of the assessment
- The 30-minute online catch-up is booked separately at a time that suits you
- Where your MOT includes a training session or massage, that is booked separately and should be
used within 6 months of your assessment
A Physio MOT is an assessment, not a treatment session. If we find something that needs treating,
we will tell you and explain the options. Treatment is booked and paid for separately.
## 8. Gift vouchers
Gift vouchers are valid for 3 months from the date of purchase, can be used against any service of equal or lower value, and cannot be exchanged for cash. If a voucher is used against a more expensive service, the difference is payable at the time of the appointment.
## 9. Appointments at your home
For home visits we need:
- Enough clear floor space to assess or treat you safely
- Somewhere to set up a treatment couch where this applies
- Reasonable access and somewhere to park
Please tell us in advance about anything that affects access, parking, pets or anyone else who
will be present.
Our therapist may end a visit early, without refund, if the environment is not safe for treatment
or if they are subjected to abusive or threatening behaviour.
## 10. Online appointments
We send you a link before your appointment. Please join from somewhere quiet with room to move,
and check your camera and sound beforehand.
An online appointment has limits: we cannot examine you by hand, and there are things we cannot
assess through a screen. If we think you need to be seen in person, we will tell you.
## 11. What we need from you
To treat you safely we need you to:
- Give us accurate information about your health, medical history and medication
- Tell us about anything that changes, including new symptoms, new medication, pregnancy or a
recent operation
- Tell us straight away if something we ask you to do causes pain or does not feel right
- Follow the advice and exercise plan we agree with you, as far as you reasonably can
We can only work with the information you give us. If something important is left out, our advice
may not be right for you.
## 12. What we cannot promise
We provide our services with reasonable care and skill, using recognised methods, and our
physiotherapists work to HCPC standards.
We cannot promise a particular outcome, a recovery time, or that a problem will not come back.
Bodies differ and recovery depends on many things outside our control. Anyone promising you a
guaranteed result in this field is not being straight with you.
If we believe your condition needs medical investigation, or falls outside what we can safely
treat, we will tell you and suggest you see your GP or another professional.
## 13. Cancelling a booking made online or by phone
If you book or buy a service without meeting us in person, for example through our website or by
telephone, you normally have **14 days to change your mind** and get a full refund, under the
Consumer Contracts Regulations 2013.
If you ask us to start the service within those 14 days and then cancel, we can charge you for
what has already been provided. If the service has been fully provided within that period with
your agreement, the right to cancel no longer applies.
This is separate from our late notice rules in section 5, which apply once your 14 days have
passed or once you have asked us to begin.
## 14. Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking
these terms or failing to use reasonable care and skill.
We do not limit our liability in any way that the law does not allow. In particular, we do not
exclude liability for death or personal injury caused by our negligence, for fraud, or for
anything else that cannot lawfully be limited.
We are not responsible for loss or damage that was not foreseeable, or that results from you not
telling us something relevant about your health.
We hold professional indemnity and public liability insurance.
## 15. Behaviour
We treat you with respect and expect the same. We may refuse or end treatment, without refund,
where someone is abusive, threatening, or under the influence of alcohol or drugs in a way that
makes treatment unsafe.
## 16. Your information
We handle your personal and health information as described in our Privacy Policy.
## 17. If something goes wrong
Please tell us first, at physio@physiqueharmony.com. Most things are quicker to fix than people
expect and we would rather hear about it.
If we cannot resolve it between us, you can raise a concern about a registered physiotherapist
with the Health and Care Professions Council at hcpc-uk.org.
## 18. Changes to these terms
We may update these terms. The version that applies to you is the one published when you made
your booking. If we make a significant change we will say so on the website.
## 19. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales
have jurisdiction. If you live in Scotland or Northern Ireland, you can bring proceedings in your
own country.