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Terms & Conditions – Hempstead Therapy Centre
Our aim at Hempstead Therapy Centre is to deliver a caring, professional and evidence-based service to our patients. Our Terms & Conditions are there to help you understand how we operate our practice. Please do ask if there is anything you would like further explained or if you have any questions about our services
By commencing treatment, you are deemed to have acknowledged and have agreed to be bound by these Terms & Conditions.
1. The Agreement
The agreement is between the patient (referred to as ‘you’, ‘your’ and “client”) and Hempstead Therapy Centre (referred to as ‘Hempstead Therapy Centre’, ‘HTC’, ‘we’ or ‘us’). Where a person as a parent, guardian, external service line provider or attorney arranges treatment on behalf of another under their care, they agree that they will be bound by these Terms. In these circumstances, the references in these Terms to ‘you’ and ‘your’ shall include, as well as the patient, the parent, guardian, external service provider or attorney.
Please read these terms carefully. They provide the basis on which you will be provided goods and services by Hempstead Therapy Centre, its staff, contractors and associated service providers.
Hempstead Therapy Centre may update these terms from time to time and you will be notified of any changes that come into effect via one of the following methods:
in person when visiting the clinic
via notifications on our website
via notices within the clinic
via email to the address that we hold for you (it is the patient’s responsibility to ensure that the address that we hold for you is correct).
Terms & Conditions will not be posted to you unless this is specifically requested in writing.
2. Rates & payment
Our current standard physiotherapy and class rates can be found under the ‘Appointments & Fees’ section of our website.
2.1. Self-payment
Payment for physiotherapy services, including classes and/or education seminars is due at the time, or on the day of treatment. We accept card payments only. Payment by bank transfer (BACS) is available on request.
Payment remains your responsibility at all times and where possible you will receive an invoice reminder in the event of non-payment during the session.
2.2. Health insurance cover
Hempstead Therapy Centre is a registered provider for a number of major health insurance companies. Involved insurers are listed on our company’s website ().
As a service to our client’s, we currently invoice insurers directly. However, we do reserve the right to ask patients to settle their account directly, in full, at any time and claim reimbursement from their insurer.
For ‘pay and reclaim’ policies, fees are due as for self-pay clients (see our ‘self-pay’ & ‘Insured Clients’ section of our website). Hempstead Therapy Centre is not responsible for all and any payment authorisations/disputes that a client may have with their related insurer. Ultimate liability and responsibility for full payment remains yours at all times.
Should you wish to use health insurance cover towards the cost of your treatment, you are required to bring the following details to Hempstead Therapy Centre at the start of your appointment:
Health insurance company name and contact details.
Health insurance policy number.
Insurance authorisation code.
The amount of any excess and whether the insurer will claim this back via Hempstead Therapy Centre.
It is the patient’s responsibility to check the number of authorised sessions for the current course of treatment and the number of authorised sessions in total.
Failure to provide complete and accurate insurance authorisation details prior to the commencement of your course of treatment means that you will be required to pay for treatment (as per our stated fees) prior to or during each session. Hempstead Therapy Centre is unable to obtain or confirm policy or authorisation details on your behalf; it is your responsibility to confirm your insurance cover and any potential shortfalls, excess or policy clauses that may affect cover.
Some insurers use care guidelines that may not match the professional medical opinion of our medical professionals. In some cases, this may mean that your insurer will not pay for certain elements of your care and in such cases, you agree to cover the cost of your care, as per our stated Fees.
Once all authorised treatment sessions have been exhausted you will automatically be transferred onto our standard, appropriate, related therapy fees unless prior notification is provided of additional treatment authorisation. Insurers may require an update report from you or your medical professional prior to authorising additional sessions. In all instances it is your responsibility to ensure that further treatment has been authorised and the details provided to Surrey Hills Physiotherapy in full prior to any further appointments. Any appointments undertaken by you without prior notification of authorisation will be charged at our standard fee rate.
This agreement is between you and Hempstead Therapy Centre and you are ultimately responsible and liable for all payments.
2.3. Late payment & outstanding account charges
For accounts outstanding for more than seven days following a clinical session we reserve the right to charge a reasonable administration fee. Failure to settle your account in full or to respond to subsequent invoice reminders may lead to additional administrative charges.
In the case of any funding disagreements between you and your insurer, you remain ultimately responsible for settling your Hempstead Therapy Centre account in full within seven days of being notified.
You will be required to settle any outstanding amounts in the event of non-payment or part-payment by the insurer for any reason, including due to an excess, undertaking more sessions than authorised, or due to did-not-attend (DNA) appointments or late-cancellations; regardless of the timescales involved.
3. Non-attendance and cancellation
In the case of cancellation within 24 hours of an appointment we reserve the right to charge:
£15.00 of a 30 minute the treatment cost
£30.00 of a 45- or 60-minute treatment/assessment cost;
This charge may be waived in extenuating circumstances. This decision is at the discretion of the Practice Manager or Assistant manager only. Your therapist does not retain the right to this decision process. Please note that insurance companies may not pay these cancellation charges and you will therefore be invoiced directly.
4. Administrative & Additional Charges
We reserve the right to charge for any additional administrative time other than that which would reasonably be required to fulfil your appointment booking and payment and to communicate with your referring GP or medical consultant. Such administrative examples include clinical reports or copies of clinical records, handling of rejected or late payment fees.
All reporting fees are modelled per appointment fees scheduling, e.g.
A report requiring 30 minutes completion time will equate to a £47.00 charge fee.
A report requiring 60 minutes completion time will equate to a £67.00 charge fee.
5. Discharge Reports
As a matter of good practice, and in line with some insurance policies Hempstead Therapy Centre may send a report to your general practitioner, consultant or insurance company. Please inform us if you do not wish them to do this.
6. Confidentiality & Access to Medical Records
Hempstead Therapy Centre is committed to maintaining strict confidentiality and protecting your personal information. Please refer to the Privacy page on our website for full details on what information we store, how we store it and why. We agree to provide access to your medical records on receipt of a signed and dated medical records access request under the Data Protection Act.
7. Contact Details
It is important that you keep us updated of any changes in your contact details. We cannot be held liable should you fail to update us regarding any changes to your contact details including name, mailing address, telephone numbers or email address.
8. Your Property
Clinic areas can be busy environments. Whilst we will take all reasonable care to ensure the safety of your belongings, Hempstead Therapy Centre does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitors’ property.
9. Offers & Promotions
Discounted, promotional and early-bird offers must be paid for in advance and cannot be cancelled, are non-transferable and non-refundable.
Discounted offers cannot be used in conjunction with any other offer or discounted package and maybe for specific dates/times only. Please also note that discounts are not applicable to patients using medical insurance as a means of payment.
10. Website External links
External links are clickable links to other websites. Although our website only looks to include professional, quality, safe and relevant external links, users are advised to adopt a policy of caution before clicking any external web links mentioned throughout this website.
11. Social Media
Communication, engagement and actions taken through external social media platforms that our website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.
Users are advised to use social media platforms wisely and communicate/engage upon them with due care and caution regarding their own privacy and personal details.
12. Further Information & External Privacy Policies
13. Information & Materials
Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on our website for any particular purpose.
You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on our website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
Our website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
14. Complaints Procedure
If you have a complaint that refers to Hempstead Therapy Centre, then please put this into writing and send it to
15. Violence, Aggression and/or Unreasonable Behaviour
Hempstead Therapy Centre retains a zero-tolerance policy in regard to individual(s) displaying aggressive, violent, abusive or deemed inappropriate behaviour. We retain the right to cease and/or retract services without refund as also to refuse future site and services access to individuals deemed to be displaying behaviour of an unacceptable nature.
If you have any questions about the information contained in these terms & conditions please contact us.
Updated Jan 2021