terms of service

1. who we are

These terms apply to services provided by Newcastle Physiotherapy Ltd, registered in England & Wales. Our registered office is Drake House, Burdon Terrace, Jesmond, Newcastle upon Tyne NE2 3AE. We operate clinics at Jesmond and Gosforth and take bookings online, by phone, and in person.

2. our services

We provide physiotherapy, pilates, sports rehabilitation, injection therapy, sports massage, acupuncture, nutrition and occupational-health services. All clinical services are delivered by HCPC-registered clinicians who are members of the Chartered Society of Physiotherapy or equivalent professional body.

3. booking and consent

Booking an appointment constitutes acceptance of these terms. At your first assessment you will be asked to confirm consent to assessment, treatment, and the storage of clinical information. You may withdraw consent at any time, though this may affect our ability to treat you safely.

4. pricing and payment

Current prices are listed on our price list. Prices are per-session and include VAT where applicable. Payment is due at the end of each appointment unless otherwise agreed (e.g. insurer-funded care).

We accept debit and credit cards, cash, and direct billing to recognised private medical insurers including Bupa, Aviva, Vitality, WPA and AXA.

5. cancellation and missed appointments

We ask for at least 24 hours’ notice to cancel or reschedule. Cancellations inside 24 hours, or missed appointments without notice, are charged at 50% of the appointment fee. Genuine emergencies are always accommodated.

6. treatment packs

Six-session treatment packs are valid for 12 months from purchase. Packs are non-refundable once one or more sessions have been used, but unused sessions can be transferred to another named patient with our agreement.

7. insurance-funded treatment

If you are using private medical insurance, you are responsible for confirming cover and any excess with your insurer before your first appointment. Where the insurer declines payment for any reason, you remain liable for the full fee.

8. clinical outcomes

Physiotherapy is an evidence-based practice but outcomes depend on many factors including patient engagement with home-exercise programmes. We will give you an honest assessment of likely timelines and do not guarantee specific clinical outcomes.

9. use of our website

The information on newcastlephysioclinic.com is for general guidance only and is not a substitute for a clinical consultation. We do our best to keep information accurate and up to date but accept no liability for any action taken on the basis of website content alone.

10. intellectual property

All content on this website (text, photography, logos, design) is owned by Newcastle Physiotherapy Ltd or licensed for our use, and may not be reproduced without permission.

11. liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be limited by law. Subject to that, our total liability arising out of or in connection with these terms is limited to the total fees paid by you in the 12 months preceding the event giving rise to the liability.

12. complaints

If you are unhappy with any aspect of your care, please tell us. Most concerns can be resolved quickly by speaking to your clinician or to the clinic manager. If you want to escalate, please write to [email protected] and we will follow our complaints procedure (copy available on request). You may also contact the HCPC or the CSP.

13. changes to these terms

We may update these terms from time to time. The current version will always be published on this page with the “last updated” date shown. Continued use of our services after a change constitutes acceptance of the revised terms.

14. governing law

These terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

questions about this page? email [email protected] or call 0191 217 1929.