These are the terms and conditions under which we supply products and/or services to you.
Please read these terms carefully before submitting your order to us. These terms explain who we are, how we will provide our services to you, what to do if there is a problem, and other important information. If you think there is a mistake in these terms or require any changes, please contact us to discuss.
Great Northern Physiotherapy LTD – Terms and Conditions
- Who we are
1.1. We are Great Northern Physiotherapy Ltd, a company registered in England and Wales under company number: 89532250. Our registered office is at: Unit C1, Weaver Road, Lincoln, LN6 3QN. Any reference to ‘we’, ‘us’ or ‘our’ in this agreement is to Great Northern Physiotherapy Ltd.
1.2. This agreement contains the entire agreement between the parties relating to the Services and supersedes all previous agreements.
1.3. Any reference to ‘you’ or ‘your’ or ‘yours’ in this agreement is to you as the individual or business entity as referenced in your completed new patient registration form (New Patient Registration Form)..
1.4. Any reference to a ‘party’ is to you or us, and a reference to the ‘parties’ is to us both.
1.5. Any reference to the ‘agreement’ is to the terms set out in this document. - How to contact us
You can contact us via the ‘Contact Us’ section of our website, https://greatnorthernphysiotherapy.co.uk/contact-us/ (Website) or on 01522 787164 or by email at hello@greatnorthernphysiotherapy.co.uk - Your Booking
3.1. We provide the Services subject to the terms of this agreement.
3.2. The details you provide in your New Patient Registration Form (Your Details) will be processed in accordance with our privacy notice.
3.3. For every scheduled booking made by you with us (your Booking) you are accepting and agreeing to the terms of this agreement.
3.4. You agree to pay for your Booking in accordance with the price list on our website (https://greatnorthernphysiotherapy.co.uk/our-services/) or, where relevant, to secure a payment to us from your insurance company for your Booking on your behalf.
3.5. We may change this agreement at any time by sending you notice of the changes via email and your use of our Services following notice of any change will constitute your acceptance. - Professional Standards
4.1. All our practitioners are either HCPC-registered physiotherapists or BASRaT-registered Sport Rehabilitators and, as such, will comply with the relevant professional standards of conduct, performance and ethics (HCPC: https://www.hcpc-uk.org/standards/standards-of-conduct-performance-and-ethics/; BASRaT Regulation: https://www.basrat.org/regulation)
4.2. Before starting any Booking, our clinical team will discuss the risks and benefits of all our services (Services); some of our Services require written informed consent, and others require verbal informed consent (Consent). You are able to withdraw your Consent for any Service at any time.
4.3. Each Booking allows up to a maximum of 45 minutes. Your session may be shorter or longer depending on the specific therapy that is deemed necessary by your practitioner.
4.4. To meet and manage your expectations, please ensure you clearly detail your expectations of our Service in our New Patient Registration Form.
4.5. We will endeavour to meet your Service expectations; if there are any expectations we cannot meet, we will discuss this with you at your initial assessment or any further treatment/review sessions in order to maintain a transparent care plan that both parties agree to.
4.6. Please note, our fees reflect our team’s professional expertise and time, and as such, you are liable to pay these fees even if, following your Booking, we are unable to meet all of your expectations.
4.7. As a designated teaching practice, we often have healthcare students within our practice who are under the supervision of our clinical team. If deemed appropriate by our clinical team, your care may be delivered by one of these students. If you specifically do not wish to be seen by a student, you must inform our administration team as soon as possible.
4.8. If you wish to have a chaperone for any aspect of your care with us, please let us know, and we will be happy to arrange this. - Fees and Payment
5.1. Full payment is required following treatment via online payment, debit, or credit card; we do not accept American Express.
5.2. We do not accept payments over the phone.
5.3. Payment must be made immediately following treatment.
5.4. If you do not make any payment when due we will be entitled to:
5.4.1. charge interest as set out in clause 5.5;
5.4.2. require you to pay, in advance, for any Services not yet performed; and
5.4.3. suspend any further Services until payment is received.
5.5. Interest on late payments in addition to our statutory rights, if payment is not received within the specified period, interest will accrue at a rate of 10% per annum above the Bank of England’s base rate on the outstanding amount, until full payment is made.
5.6. All payments due under this agreement must be made in full without any deduction or withholding except as required by law and you will not assert any credit, set-off or counterclaim against the other in order to justify withholding payment of any such amount in whole or in part.
5.7. All payments must be made in sterling, unless otherwise agreed in writing between us. - 5.8.1 Any loyalty or reward scheme is offered at our absolute discretion and does not form part of your contractual right to Services.
5.8.2 We reserve the right to amend, withdraw, or cancel the loyalty scheme, point values, or any accrued points at any time and without prior notice.
5.8.3 Points have no cash value, are non-transferable, and cannot be exchanged for cash
5.8.4 We reserve the right to void points or rewards if we suspect any fraud, misuse, or breach of these Terms and Conditions.
5.8.5 In the event that the loyalty scheme is terminated, any unredeemed points will be forfeited unless otherwise agreed by us in writing. - Insurance or other third-party cover
Authorisation
6.1. If you are receiving insurance cover, you must:
6.1.1. provide complete and accurate insurance authorisation details before treatment begins, including but not limited to:
(a) membership number,
(b) treatment authorisation number,
(c) policy excess and
(d) any specific policy clauses.
6.1.2. receive authorisation from your insurer for the Services prior to making a Booking.
6.1.3. Confirm that the Booking has been made prior to each Booking.
6.2. We will have the right to charge you directly for our Services in the event that you fail to adhere to clause 7.1.
Creditcard retention
6.3. Before commencing any of our Services, you may be asked to register a valid credit card with us. This credit card will be used to collect any future outstanding fees not covered by the insurance company or third party. All credit card information will be stored securely via an external third party “Stripe”. For more details on Stripe’s security and compliance, please visit https://stripe.com/gb/privacy.
6.4. You agree to the retention of your credit card details on Stripe’s secure system during (i) the course of the Services and (ii) whilst there is an outstanding balance for Services under our care.
6.5. Within 28 days of receiving full payment for your outstanding balance from the insurance company, your details will be deleted.
6.6. You will be liable to pay for our fees or any outstanding balance, in the event that your insurance company does not cover them in full, for example:
6.6.1. you have an ‘excess’ on your policy, or
6.6.2. your policy does not cover certain Services, or
6.6.3. an insurer’s care guidelines differ from our practitioners’ opinions, and coverage is denied,
6.6.4. your insurance policy allowance is exhausted, in which case you authorise us to charge the outstanding fees to your retained credit card.
6.7. You may view and pay any outstanding invoices via your client portal at: https://clientportal.powerdiary.com/clientportal/33v8. - Cancellations or Amendments to your Booking
7.1. If you feel unwell or have any infectious disease, please do not attend the clinic and contact us via email or telephone to cancel your appointment as soon as possible.
7.2. You can make cancellations or amendments to your Booking up to 24 hours prior to the Booking without charge.
7.3. Requests for amendments or cancellations to your Booking should be submitted in writing to our administration team at hello@greatnorthernphysiotherapy.co.uk
7.4. Cancellations or amendments to your Booking received within 24 hours of your appointment will result in a charge to you for the full price of your Booking.
7.5. If our performance of delivery of our Services is affected by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay in delivery of our Services. However, if we do need to cancel or amend your Booking we will do so without any charge to you.
7.6. If you are more than 15 minutes late for your scheduled appointment, it will be at the discretion of the practitioner whether you can be seen or not.
7.7. We can terminate this agreement, and all Services immediately without providing any refund, if we reasonably suspect that you:
7.7.1. have committed a material breach of your obligations under this agreement; or
7.7.2. fail to make pay any amount due under this agreement on the due date for payment and such failure is not corrected within 7 days.
7.8. We are able to cease further Services and you will be liable for all Services received if it is felt by our clinical team that you are;
7.8.1. not following constructive advice; or
7.8.2. being aggressive to our staff; or
7.8.3. not being compliant with our recommended treatment plan. - What happens if I have a complaint?
8.1. We adhere to the highest standards of physiotherapy practice as regulated by the Health and Care Professions Council. Our commitment to quality and excellence in service delivery is fundamental to our practice. If you feel that the service quality or standards have not been met, or if you have a complaint, we ask that you first raise your complaint in line with our complaints procedure: https://greatnorthernphysiotherapy.co.uk/complaints-procedure
8.2. hello@greatnorthernphysiotherapy.co.uk or
8.3. https://greatnorthernphysiotherapy.co.uk/contact-us/. - Our Responsibility
9.1 We hold public and professional insurance to a value of £5,000,000, which covers losses caused as a direct result of our failure to use reasonable care and skill in providing Services, up to our policy cap. As part of our insured services, our coverage includes Arthrosamid Injections used in the knee joint only, subject to a medical malpractice limit of indemnity of £1,000,000 in total during the period of insurance.
Exclusions
9.2. To the extent permitted under the law, we are not responsible to you for any claims not covered by an Insured Claim, which includes but is not limited to liability for:
9.2.1. any implied terms or warranties (including those implied by trade, custom, practice or course of dealing); or
9.2.2. any indirect, special, or consequential loss, damage, expense, cost, loss of income, business, data, goodwill or profits; or
9.2.3. any loss or damage that was not reasonably foreseeable by us at the time you entered into this agreement, including any third-party claims or amendments or cancellations by us of the Services;
9.2.4. any event that we cannot reasonably control and which would have been unavoidable (despite reasonable commercial efforts to prevent the event happening); or
9.2.5. us complying with any law or regulation to which we are subject; or
9.2.6. the cost of repairing any pre-existing faults or damage to your property when you receive the Services in your property.
Limitations
9.3. Except with respect to an Insured Claim, our liability arising out of or related to any Services, the Booking or this agreement, shall be limited to:
9.3.1. amounts actually paid by you for the Services relating to the loss; and
9.3.2. claims notified to us no more than three months after the cause of action accrued or Services were provided.
9.4. Nothing in this agreement shall limit or exclude our liability for death or personal injury caused by the negligence of our employees, agents, or subcontractors, or for any fraudulent misrepresentation, or for breach of your legal rights in relation to the goods and for defective products under the Consumer Protection Act 1987. or for any other matters for which it would be unlawful to exclude or limit liability. - Confidentiality & data protection
10.1. Our practices and policies are designed to ensure the security and confidentiality of your data.
10.2. We are committed to protecting your personal data and will adhere to the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
10.3. We may contact you (by mail, email, telephone, SMS or via the internet) in relation to the Services or other promotions, products or Services in which you may be interested. If you wish to opt-out of such communications, please write to us at hello@greatnorthernphysiotherapy.co.uk.
10.4. We will not give Your Details to any other third party without your prior written consent or where the law either requires or allows us to do so.
10.5. We may hold Your Details to (i) provide the Services or (ii) provide details of our other Services to you or (iii) to complete internal administration related to you. Your Details will be held on a database by us and we will only use your personal information as set out in our privacy policy (https://greatnorthernphysiotherapy.co.uk/privacy-policy/). - General
11.1. No failure or delay by a party to exercise any right or remedy provided under this agreement or by law will constitute a waiver of that or any other right or remedy, nor will it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy will prevent or restrict the further exercise of that or any other right or remedy.
11.2. If any provision or part-provision of this agreement is or becomes invalid, illegal or unenforceable, it will be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision will be deemed deleted. Any modification to or deletion of a provision or part-provision under this clause will not affect the validity and enforceability of the rest of this agreement.
11.3. No one other than a party to this agreement has any right to enforce its terms.
11.4. This agreement, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation will be governed by and construed in accordance with the law of England and Wales.
11.5. Each party irrevocably agrees that the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this agreement or its subject matter or formation.
11.6. In this agreement unless the context requires otherwise:
11.6.1. a clause, schedule or other heading is included for convenience only and will have no effect on the interpretation of this agreement; and
11.6.2. any words that follow ‘include’, ‘includes’, ‘including’, ‘in particular’ or any similar words and expressions will be construed as illustrative only and will not limit the sense of any word, phrase, term, definition or description preceding those words; and
11.6.3. words in the singular include the plural and vice versa.