T&C of Purchase: Physiotherapy Services
14. Governing Law
These Terms of Purchase set out the terms that apply when you purchase any of our physiotherapy services advertised on this website, located at the domain “treatmyachilles.com” and on all sub-domains, folders and sub-folders of this domain (the “Website”). The Website is owned and/or operated by ML Physio Ltd trading as Treat My Achilles registered in England and Wales with Company Number: 07434251 and registered office: 61 Bridge Street, Kington, HR5 3DJ, UK (herein referred to as “Us”, “We” or similar).
We agree to provide the physiotherapy services including any assessment, diagnosis, advice or treatment programme (“Physiotherapy Services” or “Online Physiotherapy Service”) to you in return for a fee subject to the terms set out in these Terms and Conditions of Purchase which forms the agreement between you and Us.
These Terms and Conditions of Purchase includes the entire understanding between you and Us and replace any previous arrangements We may have had with you unless specifically stated otherwise. Except for those terms implied by law, which cannot be excluded and any other terms specifically incorporated by reference – no other terms apply.
These Terms and Conditions of Purchase are specifically for our online physiotherapy services. Please do not use our services if you do not agree to these Terms and Conditions of Purchase.
You indicate that you consent to these Terms and Conditions of Purchase in full by purchasing any Physiotherapy Services from the Website.
IF YOU DO NOT AGREE WITH ALL OF THESE TERMS AND CONDITIONS OF PURCHASE YOU SHOULD NOT PURCHASE OUR SERVICES.
Please note that We alter these Terms and Conditions of Purchase from time to time, and you must review this document before each purchase. This document was last changed on 14 April 2023.
3. Clients under 18 years of age
We require written consent from your parent or legal guardian if you are younger than 18 years of age who must also agree to be bound by these Terms & Conditions of Purchase Agreement. They must further provide proper supervision in relation to the provision of information to Us and provide proper supervision in relation to your use of the Online Physiotherapy Service or Coaching Services. All written communication with patients under the age of 18 will be via their parent or guardian’s email address.
4. Purpose and nature of the Online Physiotherapy Services
You acknowledge that –
no online service is a perfect substitute for an “in person” consultation with a physiotherapist;
and as with “in person” consultations, We are unable to guarantee that our treatments will result in a cure of your particular complaint or condition. We recommend treatments that We believe are likely (based upon our experience and training) to be effective, but We cannot guarantee results.
5. Suitability of Our Physiotherapy Services
We reserve the right to terminate these Terms and Conditions of Purchase at any time for any reasons, which may include: limitations on insurance, your breach of any of the terms associated with the Online Physiotherapy Services, non-compliance with the Specifications, or where We have evaluated / assessed your condition and We believe that We are unable to provide an acceptable treatment online, in which case We will not provide the Physiotherapy Services.
6. Provision of information by you
The quality and success of the Online Physiotherapy Services is reliant upon the information that you provide to Us. In this regard, you agree to provide Us with:
accurate and complete information in response to Our online questionnaires and any follow up questions which We may ask of you either in writing or via a video conversation on the Internet; and
any information which could reasonably be expected to be relevant to your condition or treatment.
7. Provision of Online Physiotherapy Services by Us
We agree to provide you with a written document containing your treatment programme or other requested information via email within 12 hours of completing your full evaluation unless agreed otherwise. We will also send you periodic prompts to your email address as part of the treatment programme.
8. Using Our Physiotherapy Services
Do not implement Our treatment programme or act on any advice unless you fully understand it. Ask any questions before implementing the treatment programme or advice provided by Us.
The slogan ‘No pain, no gain’ DOES NOT APPLY to any treatment programme or advice provided by Us. You must immediately stop using our treatment program and stop acting on any advice given by Us if you experience any pain or discomfort and contact Us as soon as possible.
You must not provide Our treatment programme to any other person. We assume no duty of care in relation to any third party.
9. Changing an appointment
You can change an appointment without penalty as long as you do it at least 24 hours before the appointment is due to start. You will find the link to change an appointment in the confirmation email that was sent to you when you booked the appointment. Let us know if you have any trouble finding it.
You may incur a penalty if you change an appointment within 24 hours of its start time. You'll have to email us at firstname.lastname@example.org or send us a message through our contact form to do this.
10. Cancellations & Refunds Policy
If for any reason your delivered Online Physiotherapy Service does not conform to the UK Consumer Rights Act 2015, We will be happy to issue a credit or refund.
More than 24 hours before your appointment starts
You can cancel an appointment without penalty as long as you do it at least 24 hours before the appointment is due to start. You will find the link to cancel an appointment in the confirmation email that was sent to you when you booked the appointment. Let us know if you have any trouble finding it.
Your refund will be issued by the end of the next business day and a confirmation email will be sent to the email address linked to your account. Please note, PayPal can take up to 10 working days to process a refund.
Less than 24 hours before your appointment starts
You will not receive a refund if you cancel an appointment within 24 hours of its start time. You'll have to email us at email@example.com or send us a message through our contact form to do this.
Please see relevant section below.
You will not be entitled to a refund if you miss your appointment. It is your responsibility to check the booking
confirmation email that you receive to ensure that the appointment time is correct.
11. Purchase and use of packages
Packages expire 12 months after date of purchase. This means that you have up until the 365th day to use your package code. You are able to book appointments up to 3 months into the future as long as you make the booking before the 12 months are up. The furthest ahead that you can book an appointment is 3 months.
If your package code is due to expire today, you can use it to book an appointment for any time in the next 3 months.
If your package expired yesterday, you will not be able to use your package code to make more bookings.
Package refunds when the package has not yet expired
You will be eligible for a full refund of the package amount if you’ve not booked any appointments, not cancelled any booked appointments within 24 hours of their start time, or not missed any booked appointments. Find more information about cancellations and missed appointments lower down.
If you’ve used some of the package appointments, but would like the remaining appointments refunded, you will lose the discount benefit that the package offers. The full price of a regular appointment will be deducted (as many as are applicable, including for missed and late cancellation appointments) and the remaining balance will be refunded.
Package refunds - After expiration date
You will not receive a refund if your package is past its expiration date.
Changing a package appointment
You can change an appointment without penalty as long as you do it at least 24 hours before the appointment is due to start. You will find the link to change an appointment in the confirmation email that was sent to you when you made the appointment. Let us know if you have any trouble finding it.
You may incur a penalty (have the appointment deducted from your package) if you change an appointment within 24 hours of its start time. You'll have to email us at firstname.lastname@example.org or send us a message through our contact form to do this.
Cancelling package appointments
More than 24 hours before your appointment starts: You can cancel an appointment without penalty as long as you do it at least 24 hours before the appointment is due to start and the credit will be added to your package total. You will find the link to cancel an appointment in the confirmation email that was sent to you when you made the appointment. Let us know if you have any trouble finding it.
Less than 24 hours before your appointment starts: The consultation will be deducted from your package if you cancel an appointment within 24 hours of its start time. You'll have to email us at email@example.com or send us a message through our contact form to do this.
Missed package appointments
Any appointments that you miss will be deducted from your package. It is your responsibility to check that the appointment time is correct in the booking confirmation email you receive and to contact us immediately if you do not receive a confirmation email within 10 minutes of booking your appointment.
If the appointment is missed due to an error by your physiotherapist, the appointment will be restored to your package total.
We will not be liable for any loss or damage (in contract negligence or otherwise) where:
there is no breach of a legal duty of care owed to you by Us;
the loss or damage is not a reasonably foreseeable result of any such breach; or
any loss or damage or increased risk of loss or damage results from a breach or non-compliance by you of Our terms including but not limited to these Terms and Conditions of Purchase such as you providing inaccurate or incomplete information.
In particular, We are not liable for:
any loss of your emotional well-being including, but not limited to, any embarrassment caused;
any loss of income or anticipated profits;
any loss of opportunity;
loss of goodwill or injury to reputation;
losses suffered by third parties; or
any indirect, consequential, special or exemplary damages arising from the use of the Online Physiotherapy Service, regardless of the form of action.
To the extent that We are not able to exclude Our liability to You in accordance with the applicable law, We limit our liability to the re-performance of the relevant Online Physiotherapy Services, or a full refund unless We specifically agree with you otherwise.
Nothing in these Terms and Conditions of Purchase excludes or limits Our liability for death or personal injury caused by Our negligence or for fraud or fraudulent misrepresentation. Nothing in these Terms and Conditions affects Your statutory rights.
13. Use of the Online Physiotherapy Service outside of the United Kingdom
We make no claims or representations that the Online Physiotherapy Services may be lawfully used outside the United Kingdom. Unless otherwise expressly stated or agreed, the Online Physiotherapy services is directed solely at patients who receive the Online Physiotherapy Services from within the United Kingdom. If you choose to access or use the Online Physiotherapy Services from outside of the United Kingdom you do so at your own risk.
14. Governing Law
These Terms of Purchase and all the documents incorporated herein are governed by and construed in accordance with English Law. You agree to submit to the exclusive jurisdiction of the English courts.
15. Specifications (what you will need)
You agree to have the following in place to enable us to provide you with Online Physiotherapy Services:
good working Internet connection;
necessary microphone / headphones / camera or similar equipment;
Zoom application unless We have agreed with you to use a different application or platform.
We do not accept any liability in the event that you are unable to comply with the Specifications set out above.
16. Use of discount codes
You can only use one discount code per consultation.
Anything clients share with a physiotherapist is regarded confidential, whether it is business or personal information. The physiotherapists undertake not to, at any time, (unless required to do so by law), either directly or indirectly, use or disclose any information the client shares with them during their sessions.
18. Recording Consultations
We do not record our consultations and we ask that you don’t record it without asking for your physiotherapist’s consent. Your physiotherapist has the right to say no to your request, in which case we ask that you don’t record it.
If, with your physiotherapist’s consent, you do record a consultation, you agree to take full responsibility for the security of that recording, including but not limited to keeping it secure from unauthorised access and distribution. You further agree that you will not hold ML Physio Ltd., trading as Treat My Achilles, or any of the physiotherapists who provide services through the Website liable should the video be lost, or accessed by anyone other than yourself.