T&C of Purchase: Physiotherapy Services
13. 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: 9 Acacia Court, Herbert Road, Brighton, BN1 6PB (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 2 December 2020.
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 a booking
You can change a booking without penalty as long as you do it at least 12 hours before the booking is due to start. You will find the link to change a booking in the confirmation email that was sent to you when you made the booking. Let us know if you have any trouble finding it.
You may incur a penalty if you change a booking within 12 hours of its start time. You'll have to email us at 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 Sale of Goods Act of 1979 as amended, We will be happy to issue a credit or refund.
12 Hours before booking starts
You can cancel a booking without penalty as long as you do it at least 12 hours before the booking is due to start. You will find the link to cancel a booking in the confirmation email that was sent to you when you made the booking. 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.
Within 12 hours of start of booking
You will not receive a refund if you cancel a booking within 12 hours of its start time. You'll have to email us at or send us a message through our contact form to do this.
You can cancel a treatment package at any point. Your refund will be calculated on a pro-rata basis. Any consultations that has already occurred or that was due to occur within the next 12 hours will be deducted and you will be refunded the remainder of the fee. Please email us at or send a message through our contact form if you would like to cancel a treatment package. The timestamp on your email will be used to calculate your refund. If you have any queries about this process please feel free to contact us.
You will not be entitled to a refund if you miss your appointment.
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.
12. 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.
13. 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.
14. 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;
Skype, Zoom or WhatsApp 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.
15. 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.
17. 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.