Terms and Conditions
Last updated 2025
1. General information
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These Terms & Conditions (“Terms”) apply to all appointments, classes, and services provided by Orchard View Physiotherapy (“we”, “our”, “us”).
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By booking an appointment, class, or service, you (“you”, “the client”) agree to be bound by these Terms.
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We use Cliniko for appointment scheduling, medical record keeping, and client communication. We use Heidi for clinical transcription services. Both providers comply with GDPR and UK data protection standards.
2. Bookings and payments
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All bookings must be made via our Cliniko online booking system, by phone, or in person.
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Payment is required at the time of booking for classes and private sessions unless otherwise agreed.
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Physiotherapy appointments are payable directly to us at the time of treatment.
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We do not accept direct payment from private health insurers. If your insurer covers physiotherapy, you may be able to pay us and then claim reimbursement from your insurer.
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We accept card payments and bank transfers.
3. Health and safety
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You are responsible for providing accurate, up-to-date health information at your initial assessment and updating us of any changes to your condition.
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Participation in physiotherapy and Pilates is at your own risk. We will take all reasonable care to ensure your safety but cannot be held liable for injuries that arise from failing to follow professional guidance.
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Please wear suitable clothing and footwear for exercise sessions.
4. Medical records and confidentiality
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We use Cliniko to securely store medical records, appointment history, and communication. Cliniko is GDPR-compliant and meets UK healthcare data security standards.
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Where clinical notes require transcription, we may use Heidi transcription services. These services are encrypted and GDPR-compliant.
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Your records remain confidential and will not be shared without your consent, except where required by law or professional regulation.
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In line with UK professional and legal requirements:
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Physiotherapy records are stored securely for a minimum of 8 years after the date of your last treatment.
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For clients seen during pregnancy, records are stored for 25 years after the birth of the child.
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After these periods, records will be securely destroyed.
5. Insurance and referrals
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We do not accept direct payment from private health insurance providers.
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If your insurance policy covers physiotherapy, you may be able to pay us directly and then submit a claim to your insurer for reimbursement.
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It is your responsibility to check your policy terms and obtain any necessary pre-authorisations from your insurer before treatment.
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We will provide receipts or supporting documentation on request to help you with your claim.
6. Liability
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We are fully insured and regulated by CSP and HCPC.
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To the fullest extent permitted by law, we accept no liability for loss, damage, or injury incurred on our premises, except where caused by negligence on our part.
7. Pilates classes - additional terms
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Pilates classes are not a substitute for medical treatment. If you have an injury or medical condition, you must inform your instructor before class.
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Group classes are general level; modifications will be offered, but you are responsible for working within your own capability.
8. Data Protection & Privacy
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All personal data is handled in accordance with our Privacy Policy.
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Cliniko and Heidi may process your data on our behalf solely for the purpose of providing clinical care and transcription.
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You have the right to access, amend, or request deletion of your data in line with GDPR regulations.
9. Changes to These Terms
We may update these Terms from time to time. The latest version will always be available on our website.
10. Contact Us
If you have any questions about these Terms & Conditions, please contact us:
Orchard View Physiotherapy
Email: info@orchardviewphysio.co.uk
Phone: 07983 198 924
Address: Orchard View Physiotherapy, Gorsley, HR9 7SP