Cambridge Physiotherapy Clinic Patient Terms & Conditions
Version Date: May 2026
These Terms & Conditions explain how appointments, payments, communication and treatment are managed at Cambridge Physiotherapy Clinic. By booking or attending an appointment, you agree to these terms.
We reserve the right to refuse service to anyone for any reason at any time.
1. About Us
Cambridge Physiotherapy Clinic provides physiotherapy, massage therapy, shockwave therapy, acupuncture and related musculoskeletal healthcare services.
2. Booking Appointments
Appointments may be booked online, by telephone or in person. Appointment times are reserved specifically for you. We ask that patients arrive on time to allow the full appointment to take place.
3. Fees & Payment
Payment is due at the time of the appointment unless otherwise agreed in advance. We accept card and other approved payment methods. Fees may change periodically and current prices are available on request or on our website.
4. Insurance Claims
Where treatment is covered by private medical insurance, patients remain responsible for payment of any excesses, shortfalls, non-covered treatments or rejected claims. Patients should check their policy details with their insurer before treatment.
5. Cancellation Policy
We require at least 24 hours’ notice to cancel or rearrange an appointment. Appointments cancelled with less than 24 hours’ notice, or missed appointments, will incur a cancellation fee of £50. We understand emergencies and exceptional circumstances do occasionally arise and these will be considered individually.
6. Late Arrival
If you arrive late, we may need to shorten your appointment to avoid delaying other patients. In some circumstances the appointment may need to be rearranged and the full appointment fee will apply.
7. Consent to Treatment
Your physiotherapist or therapist will explain the proposed assessment and treatment, including potential benefits and risks. Verbal consent will normally be obtained before treatment begins. You may withdraw consent at any time.
8. Clinical Information
Patients are responsible for providing accurate and up-to-date medical information, including medication, diagnoses and changes in symptoms. Failure to provide relevant information may affect treatment safety or outcomes.
9. Treatment Outcomes
While we aim to provide high-quality evidence-based care, no healthcare professional can guarantee treatment outcomes. Recovery times and responses to treatment vary between individuals.
10. Chaperones
Patients may request a chaperone for any assessment or treatment session. Please let us know in advance where possible.
11. Confidentiality & Data Protection
We take confidentiality seriously and manage patient information in accordance with UK GDPR and applicable healthcare regulations. Information may be shared with your GP, referrer or other healthcare professionals involved in your care where appropriate, unless you request otherwise.
12. Communication
We may communicate with patients by telephone, SMS or email regarding appointments and clinical administration. Email communication is not always secure and patients should be aware of this when corresponding electronically. We can send clinical information securely but this will require you to set up an account with our Encryption software provider.
13. Behaviour Towards Staff
We are committed to maintaining a safe and respectful environment for patients and staff. Aggressive, abusive, discriminatory or inappropriate behaviour towards staff or other patients will not be tolerated and may result in treatment being terminated.
14. Complaints
If you are unhappy with any aspect of our service, please contact the clinic so we can investigate and attempt to resolve the issue promptly and fairly.
15. Limitation of Liability
Nothing within these Terms excludes liability where it cannot legally be excluded under the laws of England and Wales.
16. Changes to These Terms
We may update these Terms & Conditions from time to time. The most recent version will be available on our website.
17. Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
18. Contact Details
Cambridge Physiotherapy Clinic
Unit A Magog Court, Hinton Way, Cambridge CB22 3AD
Telephone: 01223 211606
Website: www.cambsphysioclinic.co.uk
These Terms & Conditions should be read alongside our Privacy Policy.