Terms & Conditions
These Terms apply to private physiotherapy services provided by Triantafyllia (“Rose”) Kaimakami, MCSP, HCPC-registered physiotherapist, trading as Rose the Physio in London, UK. By booking or attending an appointment, you agree to these Terms.
1. Scope of Practice & Professional Standards
- Services are delivered within physiotherapy scope, aligned with current evidence, HCPC standards and CSP guidance.
- Physiotherapy complements—rather than replaces—medical care from your GP or consultant. If assessment indicates onward referral is appropriate, we will advise you.
- No outcomes are guaranteed. Responses and timeframes vary between individuals.
- Emergency/urgent issues: please use NHS 111, or dial 999 in an emergency.
- Gifts & conflicts: we do not accept gifts of significant value. Please inform us of any potential conflicts of interest.
2. Appointments, Availability & Punctuality
- Sessions are by appointment only and subject to limited availability.
- Please arrive/start on time. Late arrival may shorten the session to avoid impacting following clients; the full fee may still apply.
- Home visits: you agree to provide a safe, smoke-free, adequately sized area for assessment and treatment. Travel charges, if any, will be confirmed at booking.
- If access or parking prevents the session from proceeding safely, the session may be shortened or charged.
- Health & infection control: if you have symptoms of an infectious illness (e.g., fever, vomiting, diarrhoea, COVID-19–like symptoms), please contact us to rearrange. We may decline or stop a session on safety grounds without charge if clinically inappropriate to proceed.
3. Fees, Deposits, Refunds & Payment
- Current fees are provided on request or at booking. Where a deposit is requested, the appointment is confirmed once received.
- Payment is due at or before each session unless otherwise agreed in writing. Accepted payment methods are confirmed at booking.
- VAT: Prices are shown exclusive of VAT unless stated otherwise. If VAT becomes applicable, it will be indicated at the time of booking.
- Administrative items (letters/reports beyond standard clinical notes) may attract a reasonable fee advised in advance.
- Refunds: If we cancel or cannot provide a booked session, any pre-paid amount will be refunded promptly to the original payment method.
4. Cancellations, Rescheduling & No-Shows
- Please give at least 24 hours’ notice to cancel or reschedule.
- Cancellations/reschedules with less than 24 hours’ notice, or failure to attend, may be charged up to the full session fee. Genuine emergencies will be considered fairly.
- If we cancel or reschedule, we will offer the next available slot or a refund of any pre-paid amount for the affected session.
5. Cooling-Off (Distance Bookings)
For bookings made at a distance (e.g., online/email/phone), the Consumer Contracts Regulations 2013 provide a 14-day cooling-off period for services not yet performed. If you request an appointment within that period, you consent to service beginning sooner and may be charged for work completed if you subsequently cancel.
6. Consent, Information & Safeguarding
- Care proceeds with your informed consent. Please disclose relevant medical history, medications, allergies, and any changes in your condition.
- Your duty to inform: you agree to inform us of any new symptoms, diagnoses, or medication changes between sessions.
- Minors (under 18): a parent/guardian must consent and attend as appropriate. A chaperone can be arranged on request and may be required for safeguarding reasons.
- Safeguarding: concerns about risk of harm may require information sharing with relevant services, in line with legal and professional duties.
7. Remote Consultations (if offered)
Remote sessions rely on your accurate information, safe environment and stable internet connection. Hands-on assessment is not possible. If remote care appears insufficient, an in-person review or onward referral may be advised.
8. Records, Confidentiality & Data Protection
- Clinical records are maintained securely and retained in line with professional and legal standards. Private records are kept separately from NHS records unless lawful sharing applies and you have been informed or consented.
- Privacy and data processing are detailed in our Privacy Policy.
- Please avoid sending clinical images or detailed medical history via social media or SMS; use secure email or discuss during sessions.
9. Collaboration & Reports
- With your consent (or where appropriate), we may liaise with your GP, consultant, or allied professionals to coordinate care.
- Brief summary notes for your GP/consultant can be provided on request. Extended reports or insurer/medico-legal forms may incur an agreed fee.
10. Insurance & Professional Cover
Services are provided by an HCPC-registered physiotherapist and covered by CSP Professional Liability Insurance. Proof of cover is available on request.
11. Accessibility & Adjustments
We aim to make services accessible. Please let us know about any access needs in advance so reasonable adjustments can be arranged where possible.
12. Equipment & Environment Safety
Where exercises are prescribed for home use, you are responsible for using suitable equipment and a safe space. Stop immediately if you experience pain or concerning symptoms and contact us or your GP.
13. Liability
- We are responsible for loss or damage you suffer that is a foreseeable result of our breach or failure to use reasonable care and skill.
- Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or other liability that cannot be excluded by law.
- We are not liable for indirect losses, business losses, or delays outside our control (see Force Majeure).
14. Force Majeure
We are not responsible for delays or failure to perform due to events beyond our reasonable control (e.g., illness, accident, transport disruption, extreme weather). We will notify you promptly and offer to reschedule or refund any pre-paid session not delivered.
15. Changes to These Terms
We may update these Terms to reflect changes in practice, law or guidance. The “Last updated” date will change accordingly. The version in force at the time of booking applies to that booking.
16. Complaints & Feedback
- We welcome feedback. Please email info@rosethephysio.com with any concerns and we will respond promptly.
- If an issue cannot be resolved, you may raise concerns with the Health and Care Professions Council (HCPC) in line with their process. The HCPC addresses fitness-to-practise matters, not fee disputes.
17. Governing Law, Consumer Rights & ADR
These Terms and any non-contractual obligations are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction. Nothing in these Terms affects your statutory rights as a consumer. Where appropriate, we will consider reasonable Alternative Dispute Resolution (ADR) options to resolve disputes.
18. Entire Agreement & Severability
These Terms, together with confirmed booking details, form the entire agreement for private physiotherapy services provided by Rose the Physio. If any clause is found invalid or unenforceable, the remaining provisions remain in effect.
19. Contact
For questions about these Terms, please email info@rosethephysio.com.
Information on this website, including these Terms, is for general guidance only and does not replace an individual consultation with a qualified healthcare professional.