Terms & Conditions

1. About Us

These Terms & Conditions apply to all services provided by The Performance Lab Physiotherapy (“we”, “us”, “our”). By booking an appointment or using our services, you agree to these Terms & Conditions.

Our services include physiotherapy assessment and treatment, rehabilitation programmes, injection therapy (where appropriate), and related clinical services.

2. Appointments and Bookings

Appointments can be booked online, by phone, or in person. Appointment times are reserved specifically for you.

We ask that you arrive on time for your appointment. Late arrival may result in a shortened session, with the full fee still payable.

3. Cancellation and Missed Appointments

We require at least 24 hours’ notice to cancel or reschedule an appointment.

Appointments cancelled with less than 24 hours’ notice may be charged in full
Missed appointments (non-attendance) will be charged in full
Exceptions may be considered in exceptional circumstances at our discretion

4. Fees and Payment

Fees for services are displayed on our website or confirmed at the time of booking.

Payment is required at or before your appointment unless agreed otherwise
We accept card and other approved payment methods
Prices may change from time to time; current prices will always be communicated clearly

5. Refunds

Refunds are not normally provided for completed services.

Refunds for prepaid appointments may be considered if cancellation is made in line with our cancellation policy. Please refer to our Refund Policy for full details.

6. Clinical Care and Consent

All treatment is provided following a professional assessment and clinical reasoning.

You have the right to ask questions and decline or stop treatment at any time
Some treatments may cause temporary discomfort; this will be discussed with you beforehand
Outcomes cannot be guaranteed, as response to treatment varies between individuals

By attending an appointment, you consent to assessment and treatment unless otherwise stated.

7. Injection Therapy

Injection therapy (e.g. steroid or hyaluronic acid injections) is offered only following appropriate clinical assessment.

Risks, benefits and alternatives will be explained prior to treatment
Written or verbal consent will be obtained
Injection therapy does not replace rehabilitation and is usually part of a wider treatment plan

8. Medical Information

You are responsible for providing accurate and complete medical information, including:

Past and current medical conditions
Medications
Allergies
Recent investigations or surgery

Failure to provide accurate information may affect treatment safety and outcomes.

9. Data Protection and Confidentiality

We are committed to protecting your privacy.

Personal and medical information is stored securely
Information is only shared with other healthcare professionals where appropriate and with your consent, unless legally required
For more information, please see our Privacy Policy

10. Liability

We will always provide care in line with professional standards.

We are not responsible for loss or damage to personal belongings while on our premises
We are not liable for outcomes outside of our reasonable control
Nothing in these Terms limits our liability for negligence where required by law

11. Website Use

Information on our website is for general guidance only and does not replace individual assessment or medical advice.

We reserve the right to update website content, services, and pricing without notice.

12. Complaints

If you are unhappy with any aspect of your care, we encourage you to contact us directly so we can address your concerns promptly.

Formal complaints should be made in writing and will be handled in line with our internal complaints procedure.

13. Changes to These Terms

We may update these Terms & Conditions from time to time. The most current version will always be available on our website.

14. Contact Us

If you have any questions about these Terms & Conditions, please contact us via our Contact page or speak to a member of the team.

Terms & Conditions