terms and conditions

We are committed to providing a clear and professional service. These terms explain our working agreement, including our responsibilities to you and your responsibilities as a client, so you know exactly what to expect.

Last Updated: 3 March 2026

Terms And Conditions

Our Agreement in Plain English

We are committed to being open and transparent. These Terms & Conditions are our formal contract, but here are the most important points you need to know:

24-Hour Cancellation Policy: You must provide at least 24 hours’ notice to cancel or reschedule an appointment. If you provide less than 24 hours’ notice, the full session fee will be charged. (Section 7)
Automatic Payment: For your convenience and to save time during your session, payment is processed automatically at the end of or after your appointment using the secure card details held on file. (Section 4)
Travel Supplements: Our standard fees include travel to our “Zone 1” postcodes. If your location is in Zone 2 or 3, a travel supplement will apply. Please check our “Areas We Cover” page for details. (Section 4)
Your Responsibilities: You agree to provide full and accurate medical information and to ensure you have a safe, clean, and appropriate space for your treatment (including securing pets). (Section 8)
Telehealth: For virtual sessions, you are responsible for providing a stable internet connection and a private space. If you do not join the call, this will be treated as a non-attendance. (Section 3)

1. Introduction & Agreement

1.1. Our Contract: These Terms and Conditions form the basis of the contract between Firebird Physiotherapy (referred to as “We”, “Us”, or “Our”) and you (the person agreeing to these terms).
1.2. The “Client”: The “Client” is the person receiving the physiotherapy service. Where you are the person receiving treatment, ‘You’ and ‘the Client’ are used interchangeably. If you are booking on behalf of someone else, you and the Client are different entities.
1.3. Third-Party Bookings: If you are booking on behalf of another person (such as a child under 18 or an adult for whom you have legal authority), you confirm that you are authorised to act on their behalf and to agree to these terms for them.
1.4. Agreement & Responsibility: By booking an appointment, you agree that both you and the Client are bound by this agreement. You also agree to take full responsibility for the Client’s obligations under these terms, including (but not limited to) all payments, cancellation fees, and responsibilities outlined in Section 7.
1.5. Scope of Services: This agreement covers our physiotherapy services provided at the Client’s home, gym, workplace, or other agreed location (the “Service”) , and/or via remote consultations, using telephone or virtual (‘Telehealth’) mediums.

2. Appointments

2.1. Bookings: Appointments can be made online via our booking system, by email, by phone, or in person during another appointment.
2.2. New Clients: New clients must complete our digital intake forms (such as registration and medical history) at least 24 hours before their first session. If the appointment is booked at short notice (i.e., within 24 hours of the start time), the forms must be completed as soon as possible. This is essential for the Client’s safety, for us to provide an appropriate assessment, and to allow the practitioner to review the Client’s information in advance.
2.3. Incomplete Forms: If the intake forms are not completed prior to the Client’s appointment, we are required to complete them with you during the Client’s session time. This will reduce the time available for the Client’s assessment and treatment, and the full fee for the session will still apply.
2.4. Late Client Arrival: If the Client is not ready to start the session at the agreed time, the session will be shortened to finish at the scheduled time. The full fee for the session will still be charged.
2.5. Practitioner Lateness: We will always endeavour to arrive on time. However, due to the nature of a mobile service (e.g., traffic), we may be delayed. We will notify you as soon as possible if this is the case. Any time lost due to our lateness will be added to the end of the session or credited to a future appointment.

3. Telehealth (Virtual) Services

3.1. Agreement & Limitations: By booking a Telehealth (virtual) appointment, you agree that this format is appropriate for the Client. You acknowledge and accept that a remote assessment has inherent limitations compared to an in-person session, as it does not permit physical, “hands-on” assessment or treatment.
3.2. Client Responsibilities: You are solely responsible for:
1. 3.2.1. Ensuring you have a stable and sufficient internet connection for a video call.
2. 3.2.2. Providing a safe, private, and suitably-sized space for the session, free from hazards and interruptions.
3. 3.2.3. Having any simple equipment (e.g., a mat, chair, or towel) ready as advised by your practitioner.
3.3. Technology & Connection Policy:
1. 3.3.1. We will conduct the session over a secure, encrypted video platform.
2. 3.3.2. In the event of a call dropping, your practitioner will attempt to re-connect immediately.
3. 3.3.3. If the session cannot be completed due to repeated technical failure from our side, we will reschedule the lost time at no extra charge.
4. 3.3.4. If the session is cut short due to the quality of your internet connection or equipment, the full session fee will remain due.
3.4. Client Non-Attendance (Telehealth):
1. 3.4.1. If the Client is not present on the video call at the scheduled start time, the practitioner will attempt to contact them via the phone number on file.
2. 3.4.2. If the Client does not join the call within 5 minutes of the start time and does not respond to the practitioner’s call, the session will be terminated and treated as a ‘Non-Attendance’. The full session fee will be charged.
3.5. Application of Other Terms: All other sections of this Agreement apply in full to Telehealth appointments.

4. Fees, Travel & Payment

4.1. Fees: Our current session fees are published on our website’s Pricing Page.
4.2. Fee Changes: We reserve the right to review and change our fees. For new clients, the fees published at the time of booking will apply. For existing clients, we will provide at least one month’s notice of any change.
4.3. Standard Service Area: Our standard fees include all travel to our Standard Service Area (“Zone 1”).
4.4. Travel Supplements: Appointments booked at locations outside this area (e.g., “Zone 2”, “Zone 3”) will incur a Travel Supplement.
4.5. Service Area & Pricing: A definitive list of which postcodes fall into which Zone, and the current supplement fee for each, is published on our “Service Area & Pricing” page on our website. This will be agreed upon at the time of booking and added to your invoice.
4.6. Out-of-Area Bookings: We do not typically service locations in postcodes not listed on our Service Area page. Please contact us directly to enquire. A bespoke travel supplement will be quoted if we are able to accommodate the request.
4.7. Parking & Access Charges: You are responsible for ensuring that a safe and legal parking space is available for your practitioner. Any parking charges or access fees (such as congestion charges, ULEZ fees, or pay-and-display tickets) required to attend the Client’s location will be added to your invoice at cost.
4.8. Card Details: We require card details to be held securely on file (via our payment provider, Stripe) for all clients. This is to facilitate easy payment and to process any fees in line with our Cancellation Policy.
4.9. Payment: To save time and allow us to focus fully on the Client’s treatment, we operate a secure auto-payment system. For self-funding clients, payment will be automatically processed after each appointment using the secure card details held on file by our payment provider (Stripe).
4.10. Payment for Assessment: The fee for the initial assessment is always chargeable in full, even in rare instances where it is determined that physiotherapy is not appropriate for the Client’s condition. In such cases, we will endeavour to provide a professional recommendation for an alternative course of action.
4.11. Failed Payments: Where we have not been able to process a payment, we will issue an invoice and/or a statement for outstanding fees.
4.12. Additional Administrative Fees: Our standard fees cover clinical session time and associated record-keeping. Significant additional administrative tasks, such as writing detailed reports or extended phone calls with other professionals at your request, may incur an additional fee. This will be discussed and agreed with you before the work is undertaken and will be charged at our hourly pro-rata rate, in 15-minute increments.

5. Health Insurance

5.1. Authorisation: It is your responsibility to contact the Client’s health insurance provider before starting treatment to get an authorisation code and confirm policy details.
5.2. Policy Details: You are responsible for understanding the policy’s limitations, such as any excess fee, the number of sessions authorised, or specific requirements.
5.3. Liability for Fees: You remain responsible for all fees. You are responsible for any session fees not covered by the Client’s insurer (e.g., policy excess, declined payments, or if the Client runs out of authorised sessions). Invoices for any shortfall will be sent to you directly and are payable within 7 days. If the Client’s insurer does not make payment in full within 60 days of invoicing, the full charge will revert to you.
5.4. Late Payment of Shortfalls: Invoices for any fee shortfall (as described in 4.3) are payable within 7 days of the issue date. We reserve the right to charge interest on any outstanding balance at a rate of 8% per annum above the Bank of England base rate, calculated from the date the invoice becomes overdue until the date of payment.

6. Packages and Bundles

6.1. Advance Payment: All packages and bundles (e.g., “The Spark Package”, “The Resilience Bundle”) must be paid for in full in advance of the first session to secure the package rate.
6.2. Refunds & Transfer: Packages are non-refundable and non-transferable between clients.
6.3. Validity & Expiry: Validity periods vary depending on the clinical intent of the package.
- Intervention Packages (e.g., Spark, Relief): Valid for 6 weeks from the date of the first session.
- Maintenance Bundles (e.g., Resilience): Valid for 3 months from the date of purchase.
- Performance Programmes (e.g., Ascent): Valid for 3 months from the date of the assessment.
6.4. Expiration: It is the client’s responsibility to book sessions within these timeframes. Any sessions remaining after the validity period has ended will expire and be forfeited. Extensions are granted solely at the discretion of Firebird Physiotherapy for exceptional medical or personal circumstances.

7. Cancellation & Non-Attendance Policy

7.1. Cancellation Policy: We require at least 24 hours’ notice for any cancellation or rescheduling of an appointment.
7.2. Late Cancellation Fee: Appointments cancelled or rescheduled with less than 24 hours’ notice will be charged the full session fee. This fee will be processed using the secure card details held on file. We understand that unforeseeable events can occur. If you feel your circumstances are exceptional, please contact us to discuss the matter.
7.3. Non-Attendance: If the Client is not present at the agreed location at the scheduled time, or if we are unable to gain access, this will be treated as a ‘Non-Attendance’. You will be charged the full session fee, plus any agreed-upon travel supplement.
7.4. On-Site Cancellation: If the practitioner arrives at the scheduled location and the session cannot proceed—for example, due to the Client being unexpectedly unavailable, acutely unwell without prior notice, or the environment being unsafe or unsuitable—this will be treated as a Late Cancellation. The full session fee and any applicable travel supplements will remain payable.
7.5. Insurance: Health insurers will not cover charges for late cancellations or non-attendance. This fee will be your personal responsibility.
7.6. How to Cancel: Cancellations must be made by phone or email ahead of the appointment.
7.7. Sickness & Infection Control: Your safety and ours is paramount. Please ensure the Client does not attend the session if they are acutely unwell, especially with symptoms of fever, or have experienced diarrhoea or vomiting within the last 48 hours. If you are uncertain, please call to discuss. There will be no charge for appointments cancelled due to these specific symptoms, provided we are notified prior to the practitioner’s departure for the appointment. If we are only notified upon arrival, Section 7.4 will apply.
7.8. Clinical Escalation: If, during a session, the Practitioner determines that the Client is acutely unwell or that there is a significant change in their clinical condition, we reserve the right to pause treatment and escalate care. This may include contacting the Client’s GP, Next of Kin, or emergency services (999) if deemed necessary for the Client’s safety. The Practitioner will act in the Client’s best interests at all times, in line with professional duty of care.
7.9. Practitioner Cancellation: We reserve the right to cancel an appointment in the event of practitioner sickness, emergency, or other unforeseen circumstance. We will provide you with as much notice as possible and will endeavour to reschedule the appointment at your convenience. We are not liable for any costs or losses you may incur as a result of such a cancellation, other than refunding any pre-payment for the cancelled session if it cannot be rescheduled.

8. Client & Booker Responsibilities

8.1. Medical Information (Initial): You must provide complete and accurate information about the Client’s medical history, current symptoms, and any medications before the first session.
8.2. Medical Information (Ongoing): You are responsible for informing the practitioner of any changes to the Client’s health or medical condition at the start of each subsequent session (e.g., new symptoms, recent injuries, changes to medication, or pregnancy). We are not liable for any harm or injury arising from your failure to disclose such information.
8.3. Safe & Suitable Environment: You are responsible for providing a safe, clean, private, and appropriate space for the session. This must be an area with adequate room for a treatment couch and for us to conduct an assessment (e.g., a clear living room). This also includes ensuring any pets are secured in a separate room for health and safety reasons and to prevent disruption, and that the environment is reasonably quiet and free from interruptions. You accept full liability for any injury to our practitioner or damage to their equipment caused by any unsecured pet.
8.4. Gym & Workplace Access: If the session is at a gym or workplace, you are responsible for ensuring we have access and for any associated visitor fees.
8.5. Equipment: You are responsible for ensuring any equipment you provide or the Client uses (e.g., home or public gym equipment) is safe and in good working order.
8.6. Liability for Property: We do not accept liability for loss or damage to your personal property or belongings in your home, gym, or workplace, unless such loss or damage is proven to have been caused by the negligence of our practitioner.

9. Practitioner Responsibilities

9.1. Standard of Care: We agree to provide our services with reasonable skill and care, in accordance with the professional standards of the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).
9.2. Qualifications & Insurance: Our practitioners are fully qualified, registered with the HCPC, and covered by professional indemnity insurance.

10. Consent to Treatment

10.1. General Consent: By booking an appointment, you provide general consent for the Client to undergo a physiotherapy assessment and treatment.
10.2. Informed Consent: Consent is an ongoing process. In line with our professional standards, your practitioner will discuss the proposed assessment and treatment with the Client (and with you, where appropriate), including its benefits, potential risks, and any alternatives, to ensure informed consent.
10.3. Right to Withdraw: The Client has the right to decline or withdraw consent at any time. If the Client is under 18, you may withdraw consent on their behalf.
10.4. Presumption of Capacity: For consent to be valid, the Client must have the capacity to make their own decisions. We will always assume an adult Client has the capacity to consent unless we have reason to believe otherwise.
10.5. Assessment of Capacity: As clinicians, if we have a reasonable belief that a Client’s capacity to consent is impaired (e.g., due to cognitive impairment, acute illness, or injury), we are professionally and legally bound to assess this in line with the principles of the Mental Capacity Act 2005 (MCA).
10.6. Lacking Capacity & Best Interests: If the Client is assessed as lacking the capacity to consent to a specific treatment decision:
1. 10.6.1. We will first seek to find if any person has the legal authority to make that decision on their behalf (such as yourself as a parent, or a person holding a valid Lasting Power of Attorney for Health and Welfare).
2. 10.6.2. If no such person is available, we will only proceed with an assessment or intervention if it is deemed to be in the Client’s “best interests,” in accordance with the Mental Capacity Act 2005. Any such decision will be carefully recorded, discussed with family or carers where appropriate, and will represent the least restrictive option necessary.

11. Chaperones & Under 18s

11.1. Under 18s: Clients under the age of 18 must have a parent or legal guardian present for the duration of their appointment.
11.2. Chaperone Policy: All Clients are entitled to have a chaperone present. Please note that for a mobile visit, you are responsible for providing your own chaperone.

12. Our Right to Refuse or Terminate Treatment

12.1. Our Right to Refuse: We reserve the right to refuse or terminate treatment, with the full session fee being charged in any of the following circumstances:
12.2. Unsafe Environment: The treatment environment is deemed unsafe, unhygienic, or inappropriate.
12.3. Intoxication: The Client is under the influence of alcohol or non-prescribed drugs.
12.4. Abusive Behaviour: You or any other person at the location uses threatening, abusive, or violent language or behaviour.
12.5. Inaccurate Medical History: You fail to provide a complete and accurate medical history, placing the Client at risk.
12.6. Practitioner Safety: You or any other person present at the location makes the practitioner feel unsafe or uncomfortable.

13. Safeguarding

13.1. Duty of Care: We are legally and professionally bound by a duty of care. If we hold significant concerns about the safety or welfare of a Client (whether a child or a vulnerable adult), or believe another person may be at serious risk of harm, our duty to safeguard may override our duty of confidentiality.
13.2. Sharing Concerns: In such rare circumstances, we reserve the right to share our concerns with the relevant authorities, such as the Client’s GP, local social services, or the police, without your consent. We would always aim to discuss this with you first, provided that doing so would not, in our professional judgement, place you or others at increased risk.
13.3. Client Recordings: To protect the privacy of all parties and the confidentiality of medical information, you must not make or store any audio or visual recordings of any part of a session by any means.
13.4. Clinical Media (Photos & Videos): Your practitioner may, with your explicit consent, take photographs or videos for clinical purposes.
13.5. Purpose & Use: This media may be used to provide visual feedback, monitor your progress (e.g., photos of posture or range of motion), record specific exercises for your rehabilitation plan, or facilitate discussions with other healthcare professionals involved in your care.
13.6. Media Data Protection: All clinical media (photos or videos) is considered part of the client’s medical record. It will be stored securely, treated as confidential medical data, and processed in accordance with our Privacy Policy (Section 14).

14. Data Protection & Privacy

14.1. Privacy Policy: We are registered with the Information Commissioner’s Office (ICO). All personal and medical information you provide is collected, stored, and processed in accordance with our Privacy Policy, which is available on our website. By agreeing to these Terms, you also acknowledge that you have read and understood our Privacy Policy.

15. Disclaimers & Limitation of Liability

This clause does not limit or exclude our liability for death or personal injury caused by our proven negligence.

15.1. No Guaranteed Outcome: We cannot guarantee a specific outcome or “cure”. The Client’s recovery is dependent on many factors, including the Client’s commitment to the rehabilitation plan.
15.2. Post-Treatment Soreness or Concerns: The Client may experience temporary soreness after a session. This is often a normal part of the process and your practitioner will discuss this with the Client. If the Client experiences any unexpected or significant effects after a treatment, please contact us immediately to discuss the client’s concerns and receive appropriate advice.
15.3. Our Liability: Our total liability to you for any loss or damage arising from our services is limited to the total fees paid by you for the session in question.
15.4. We are not liable for:
1. 15.4.1. Any injury, loss, or damage arising from a pre-existing medical condition that you failed to disclose to us.
2. 15.4.2. Any injury, loss, or damage resulting from the Client’s failure to follow any reasonable instructions or advice provided by your practitioner.
3. 15.4.3. Any injury or damage sustained by the Client not directly related to the physiotherapy service (e.g., tripping on furniture or injury from unsafe equipment you provide).

16. Website & Information

16.1. General Information Only: All content on our website (www.firebirdphysiotherapy.com) and our associated social media channels (such as Instagram, Facebook, etc.) is for general informational purposes only and does not constitute medical advice.

17. Complaints

17.1. Complaints Procedure: We are committed to providing a high-quality service. If you are unhappy, please raise your concerns with Dominick McAleenan at info@firebirdphysio.com so we can attempt to resolve the issue. We will formally acknowledge your complaint within two working days and will aim to provide a full response within 20 working days. You also have the right to complain to the HCPC.

18. Changes to These Terms

18.1. Updates: We may update these Terms and Conditions from time to time. The most current version will always be available on our website. By continuing to use our services after any changes, you agree to be bound by the revised terms.

19. Governing Law

19.1. Jurisdiction: These Terms and Conditions are governed by the laws of England and Wales, and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.