Terms and Conditions | Armoured Physiotherapy

Armoured Physiotherapy – Patient Terms & Conditions

These Terms and Conditions are designed to be fair, transparent, and consistent with UK consumer rights while reflecting best practice within UK private healthcare.

Definitions
Website Owner, Offering and Binding of Terms
Eligibility for Services
What You Can Expect
What Is Expected of You
Bookings, Cancellations, Deposits & Attendance
Session Bundles / Packages
Exceptional Circumstances & Reserved Capacity
Fees, Payments & Non-Payment
Professional Boundaries
Service Refusal and Safety
Limitation of Liability
Confidentiality & Data Protection
Adverse Effects
Intellectual Property
Force Majeure
Governing Law
Severability
Changes to Terms
Entire Agreement
Acceptance of Terms (No Signature Required)

1. Definitions

Session: any assessment or treatment appointment provided by Armoured Physiotherapy.
Bundle / Pack: a group of prepaid sessions offered at a discounted rate.
Clinician: the physiotherapist or supervised therapy assistant delivering treatment.
Home Visit: any session delivered at your home or place of residence.
In writing: communication via email, SMS, or WhatsApp.
Booking: any method used to reserve an appointment (online, phone, email, WhatsApp, or in person).

2. Website Owner, Offering and Binding of Terms

This website is owned and operated by Armoured Physiotherapy.

By booking, attending, paying for, or receiving services from Armoured Physiotherapy, you enter into a legally binding agreement governed by these Terms and Conditions.

3. Eligibility for Services

You must be at least 16 years of age and have the legal capacity to agree to treatment. Services will not be provided where prohibited by law.

4. What You Can Expect

Services are delivered by a fully qualified, insured, and experienced chartered physiotherapist.

Sessions may take place in the clinic or, where booked, in your home or another agreed location. If treatment occurs in your home or garden, you are responsible for ensuring the environment is safe and suitable.

All services begin with an initial assessment, including medical history, assessment of your condition, and agreement of treatment goals. You will be involved in all decisions regarding your treatment.

Appointments are scheduled as sessions of up to 60 minutes, depending on clinical need and session content.

If treatment is not clinically appropriate, this will be explained and alternative options suggested. The assessment fee remains payable.

Consent will always be confirmed before treatment begins. Some techniques may require partial removal of clothing; your dignity will always be respected.

For some treatments, including massage or acupuncture, consent forms may be provided in advance or available on the website to support efficient use of session time. Verbal consent will still be confirmed at the appointment.

A personalised home exercise programme may be provided. Adherence supports progress.

Treatment is evidence-informed, but no specific outcomes can be guaranteed.

Therapy assistants may support care under supervision.

Requests to change the service or treatment type associated with a booking are subject to availability, clinical appropriateness, and the discretion of Armoured Physiotherapy.

5. What Is Expected of You

You are expected to:

read these Terms before consenting to treatment
arrive on time
provide accurate and up-to-date health information
follow reasonable safety and care guidance
inform the clinician of any changes in health

6. Bookings, Cancellations, Deposits & Attendance

Bookings

Appointments may be booked online, via email, phone, WhatsApp, or in person.

A booking is only confirmed once the required deposit has been received.

Where an appointment is provisionally reserved pending payment, it remains subject to availability until the required deposit is received. Where a payment deadline is provided, an unpaid provisional booking may be released if payment is not received within that timeframe.

Deposits

A non-refundable deposit of 50% is required to secure all bookings.

The deposit is deducted from the cost of the session and forms part of the booking agreement. It contributes towards the administrative and clinical resources involved in processing and reserving the booking.

Cancellations & Rearranging

48+ hours’ notice: the deposit remains non-refundable but may be transferred as credit towards a future appointment. Transferred deposits remain non-refundable and cannot subsequently be exchanged for cash.
Less than 48 hours’ notice: the deposit is retained.
A deposit may normally be transferred on a maximum of two occasions. Further rearrangements may require a new deposit at the discretion of Armoured Physiotherapy.

Non-Attendance (No-Shows)

Failure to attend without notice will result in the deposit being retained.

If the appointment is part of a prepaid bundle, one session will be deducted.

Late Arrivals

If you arrive late, the session will still finish at the scheduled time and the full fee will apply.

Appointments are booked as time slots rather than billed by the minute. Minor delays on the clinician’s part may occasionally occur; the session remains chargeable as booked.

Provider Cancellation

If Armoured Physiotherapy needs to cancel an appointment for any reason, you will be offered the option to reschedule or receive a full refund of any deposit paid.

No charges will apply for appointments cancelled by the provider.

7. Session Bundles / Packages

Bundles:

must be paid for in full at purchase;
are non-refundable once purchased;
may be shared with friends or family with the original purchaser’s written permission;
do not expire, though use within 12 months is recommended; and
will have sessions deducted if you do not attend a booked appointment.

Unused sessions retain their value as treatment sessions but are not exchangeable for cash except where expressly provided for within these Terms.

8. Exceptional Circumstances & Reserved Capacity
(Operates in addition to the standard 48-hour cancellation policy.)

8.1 Illness & Safeguarding
If a patient is acutely unwell, experiencing significant physical or mental health difficulties, or where attendance would be unsafe or unreasonable, Armoured Physiotherapy may apply discretion to late cancellations or rearrangements.
In such circumstances, deposits may be transferred rather than lost. This does not create an automatic entitlement to a refund or rearrangement.

8.2 Adverse Weather
Where adverse weather conditions (including snow, ice, flooding, or severe storms) make travel unsafe or unreasonably risky, appointments may be rearranged at the discretion of Armoured Physiotherapy. Where possible, reasonable notice should still be provided. This does not create an automatic entitlement to reschedule or retain a deposit.

8.3 Bereavement
In the event of a patient’s death, Armoured Physiotherapy will handle any remaining prepaid sessions with sensitivity.
Where appropriate, unused sessions may be transferred to a nominated family member or refunded to the original payer at the discretion of Armoured Physiotherapy.
No administrative fees will be applied in these circumstances.
This clause operates as a limited exception to Section 7 (non-refundable bundles).

8.4 Reserved Capacity & Long-Term Block Bookings
Where a patient books and pays for regular, ongoing appointments scheduled in advance (for example, multiple sessions per week over a period of time), those appointments are considered reserved clinical capacity once entered into the diary.
Reserved capacity limits the availability of appointments for other patients and requires advance planning and commitment, regardless of how far in advance sessions are scheduled.
Where a patient holds reserved capacity, the capacity window overrides the standard 48-hour cancellation policy for sessions falling within that window.

8.4.1 Standard Sessions
For patients booking one or two sessions per week, the standard 48-hour cancellation policy applies.

8.4.2 High-Volume Block Definition
For the purposes of reserved capacity, a high-volume block is defined as three or more sessions per week booked on an ongoing basis.

8.4.3 Chargeable Capacity Window
Where a long-term block is cancelled, paused, or ended early, any sessions scheduled within the next 21 days from the date of notice will remain chargeable, as this time has already been reserved and has restricted availability for other patients.
For prepaid bundles, chargeable sessions will be deducted from the remaining bundle balance.

8.4.4 Notice for High-Volume Blocks
Where a patient has a high-volume block and wishes to cancel, pause, or change three or more reserved sessions within a 7-day period, at least 7 days’ notice is required where reasonably possible.
Providing 7 days’ notice allows scheduling changes, but does not remove the chargeable status of sessions already within the capacity window.

8.4.5 Short-Notice High-Volume Cancellations
Sessions cancelled with less than the notice above will normally be treated as used unless exceptional circumstances apply.

8.4.6 Ending a Long-Term Block
Where a long-term block is ended early:
• sessions already delivered remain payable;
• sessions cancelled within the chargeable capacity window or at short notice are treated as used;
• any remaining unused sessions outside the capacity window remain subject to the non-refundable bundle terms in Section 7.

8.4.7 Exceptional Circumstances
In cases of acute illness, safeguarding concerns, hospitalisation, adverse weather, or bereavement, discretion may be applied.
Discretion is applied consistently and proportionately, based on the circumstances presented, and does not create a precedent or entitlement.

9. Fees, Payments & Non-Payment

Fees are clearly displayed online and confirmed at booking.

Payment is due at the end of each session or upfront for bundles unless otherwise agreed.

If sessions are funded by an insurer or third party, you remain responsible for any shortfall.

Invoices must be settled within 7 days. Persistent non-payment may result in suspension of services and/or recovery action.

10. Professional Boundaries

The therapist–patient relationship is strictly professional.

Communication must relate only to treatment or scheduling.

Inappropriate behaviour or boundary violations may result in immediate termination of services.

11. Service Refusal and Safety

Treatment may be paused or stopped if:

you appear unwell
the environment is unsafe
you are under the influence of alcohol/drugs
inappropriate behaviour occurs

Any treatment time already provided remains chargeable.

12. Limitation of Liability

Armoured Physiotherapy is not liable for non-adherence to advice, unsafe home environments, or unmet expectations of treatment outcomes. Nothing in these Terms limits liability for negligence or statutory rights.

13. Confidentiality & Data Protection

Personal data is stored and handled in accordance with UK GDPR and applicable UK data protection legislation.

Information is only shared with your consent or where legally required or otherwise permitted by applicable data protection law.

Telephone calls may be recorded for legitimate business purposes, including record-keeping, training, quality assurance, and the resolution of queries or disputes.

Further information about how personal data and telephone recordings are used, stored, shared, and retained is provided in the Armoured Physiotherapy Privacy Notice.

14. Adverse Effects

Some treatments may cause temporary effects such as soreness, stiffness, bruising, or fatigue.

If you experience concerns after treatment, contact your clinician for guidance.

15. Intellectual Property

All written materials, exercise programmes, and website content remain the intellectual property of Robin Armour and may not be reproduced or shared without permission.

16. Force Majeure

Armoured Physiotherapy is not liable for delays or cancellations caused by events beyond reasonable control.

17. Complaints Procedure

Armoured Physiotherapy operates a written Complaints Procedure, available on request and via the website.

Complaints will be handled fairly, impartially, confidentially, and in accordance with that procedure.

18. Governing Law

These Terms are governed by the laws of England and Wales.

19. Severability

If any part of these Terms is found to be unenforceable, the remaining parts will still apply.

20. Changes to Terms

These Terms may be updated periodically. The version in place at the time of booking applies.

21. Entire Agreement

These Terms constitute the entire agreement between you and Armoured Physiotherapy.

22. Acceptance of Terms (No Signature Required)

These Terms and Conditions apply whether or not they are physically signed.

By registering an account on the Armoured Physiotherapy online booking portal, booking an appointment, attending a session, making payment, or receiving services from Armoured Physiotherapy, you acknowledge that these Terms were made available to you and that you agree to be bound by them.

Updated August 2026