Terms & Conditions
Read our Terms & Conditions to understand the rules for using our services, bookings and user responsibilities.
Explore our T&Cs below
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1. Patient service Plan Agreement
The Fernandes Clinic Ltd is committed to delivering safe, ethical, and high-quality physiotherapy, sports rehabilitation, sports massage, and acupuncture services. By attending the clinic, booking an appointment, or engaging with our services, you agree to abide by these Terms & Conditions, which exist to ensure the smooth operation of the clinic, protect patient safety, and clearly define responsibilities between patients, clinicians, and external organisations.
Patients are expected to treat all staff and other service users with courtesy and respect, attend appointments on time, notify us promptly of any cancellations, and make payments in accordance with the terms outlined below.
2. What to expect from your Physiotherapy assessment
During your initial consultation, your clinician will conduct a detailed subjective assessment by asking questions about your symptoms, medical history, lifestyle factors, and relevant information required to establish a working diagnosis. A physical examination will follow, focusing on the affected area and surrounding regions as clinically required.
In order for your clinician to properly assess you, they may need to see the affected area. For lower-limb concerns, bringing shorts is recommended; for upper-limb or shoulder conditions, a vest top is appropriate. For spinal or lower-back assessments, both shorts and a vest top are recommended to allow full observation of posture, movement, and biomechanics.
If you feel uncomfortable at any point during the examination, you may bring a friend or family member, or request that a chaperone be arranged for your consultation. You are welcome to ask questions at any time. After the assessment, your clinician will provide findings and propose an individualised treatment plan aligned with your goals and clinical needs.
3. Consent to treatment
The Fernandes Clinic Ltd will not begin any objective assessment or treatment without your informed consent. Consent may be provided verbally for standard physiotherapy interventions or in writing when required for specific procedures. You will be informed of the nature, purpose, expected benefits, and potential risks of any intervention before treatment begins.
It is your responsibility to inform your clinician of any medical conditions, medications, allergies, implants, or factors that may affect treatment. You may withdraw consent at any time. When appropriate, and with your permission, we can send correspondence to your GP or other healthcare professionals involved in your care.
4. Cancellation Policy
Reminder emails or text messages may be sent as a courtesy; however, maintaining awareness of appointment times remains the responsibility of the patient.
A minimum of 24 hours’ notice is required to cancel or amend any appointment. Appointments cancelled with less than 24 hours’ notice will be charged the full self-funded fee, regardless of the reason. This ensures fairness to clinicians whose time has been reserved exclusively for you.
Clients repeatedly cancelling at short notice may be required to pre-pay future appointments or may be discharged from the clinic.
5. Cancellation of appointments covered by Private Medical Insurance
Private Medical Insurance (PMI) providers, including but not limited to Bupa, AXA, WPA, Aviva, Vitality, and Cigna, do not reimburse late cancellations or missed appointments. Any missed or late-cancelled insurance-funded appointment is charged to the patient directly at the full self-funded rate. Insurers will only fund appointments that have taken place.
It is the patient’s responsibility, not the clinic’s, to understand their individual PMI allowance, excess payments, session limits, and authorised treatment codes.
6. Deposits and prepayments
Certain services may require a non-refundable deposit or full pre-payment. These payments secure your booking and cover administrative and clinical time that cannot be reallocated. Deposits are non-transferable and cannot be applied to future appointments if you cancel, unless the clinic explicitly agrees otherwise in writing.
7. Referrals
When clinically appropriate, your clinician may recommend imaging, medical review, or specialist services provided by third-party organisations. We may issue referral letters or clinical summaries; however, arranging and attending appointments with these organisations is solely the patient’s responsibility.
Once under the care of any third party, you are bound by their terms and conditions, data protection policies, and fees. The Fernandes Clinic Ltd accepts no liability for the actions, advice, delays, errors, omissions, or clinical outcomes associated with external providers.
8. Direct Payments
Self-funded treatment fees must be paid in full at the time of each appointment. Payments may be made via credit/debit card, bank transfer, or any approved payment methods listed on our website. The clinic does not store card details; payments are securely processed via Stripe or Wix Payments.
Upon request, receipts can be emailed for reimbursement purposes. Failure to pay at the time of service may result in withheld treatment until outstanding balances are cleared.
9. Medical Insurance and Payments
Self-funded treatment fees must be paid in full at the time of each appointment. Payments may be made via credit/debit card, bank transfer, or any approved payment methods listed on our website. The clinic does not store card details; payments are securely processed via Stripe or Wix Payments.
Upon request, receipts can be emailed for reimbursement purposes. Failure to pay at the time of service may result in withheld treatment until outstanding balances are cleared.
The Fernandes Clinic Ltd can invoice your insurer for treatment only when the following are provided before the appointment:
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Insurance provider name
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Policy number
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Valid pre-authorisation code
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Full personal details
If these details are not provided in advance, the appointment will be charged as self-funded at the clinic’s advertised rates. You cannot retrospectively provide insurance details after attending as a self-funded patient to claim a refund from The Fernandes Clinic Ltd. If you obtain authorisation after the appointment, you must claim directly from your insurer. If your insurer reimburses less than the self-funded fee, the clinic is not obliged to refund the difference. Policies may include excess payments or treatment exclusions. You remain fully liable for all fees not covered by your insurer. If your insurer rejects a claim for any reason, or if your allowance is exhausted, you will be invoiced personally for all outstanding amounts. Invoices must be settled promptly. Payment links may be sent via email or SMS.
10. Late Payment
On-going treatment may be suspended or discontinued if payment is not made when due. The Fernandes Clinic Ltd reserves the right to recover any unpaid debts, and patients agree to be responsible for all reasonable costs associated with the recovery process, including debt-collection fees, administrative charges, and legal expenses.
Failure to settle outstanding balances may result in discharge from the clinic.
11. Chaperone Policy
Patients may request a chaperone at any time. This service is provided free of charge. Clinicians may themselves request that a chaperone be present where clinically appropriate or necessary for safeguarding. If a chaperone is required and unavailable, the appointment may need to be rescheduled.
12. Clinical Liability & Limitation of Responsibility
The Fernandes Clinic Ltd operates in compliance with HCPC, CSP, and UK healthcare legislation. Despite this, no clinic can guarantee specific outcomes, nor can we accept liability for:
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Any deterioration in symptoms not directly caused by negligence
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Any failure to follow home-exercise instructions
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Any undisclosed patient medical conditions
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Delays caused by insurers, third-party providers, or external clinicians
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Misinterpretation of advice provided verbally or in writing
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Acts or omissions of external imaging centres, surgeons, GPs, or referrers
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Loss or corruption of clinical data caused by third-party software providers (Cliniko, Wix, Stripe)
The Fernandes Clinic Ltd carries professional indemnity insurance; however, total liability for any claim shall not exceed the amount recoverable under our insurance at the time of the claim.
13. Data Protection & Third-Party Systems Liability
All data is processed according to our full Privacy Policy, which is available on our website. Clinical notes are stored securely within Cliniko, a GDPR-compliant system. The Fernandes Clinic Ltd is not responsible for data breaches originating from third-party processors.
14. Contact Information
For any questions regarding these Terms & Conditions, please contact: