Terms & Conditions

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The Bristol Physio
Last updated: August 2026

These Terms & Conditions explain the arrangements that apply when you use The Bristol Physio website, book an appointment or receive services from The Bristol Physio.

Please read them before booking.

By making a booking, you are agreeing to the terms that apply to that booking, including the relevant payment, cancellation and missed-appointment arrangements.

These Terms do not affect your statutory rights as a consumer.

 

1. About The Bristol Physio

The Bristol Physio is operated by Daniel Davis, trading as The Bristol Physio, as a sole trader in England.

Daniel Davis is an HCPC-registered physiotherapist.

Clinic address:

The Bristol Physio
First Floor
77A Queens Rd
Clifton
Bristol
BS8 1QP

Email: daniel@thebristolphysio.com

 

2. Services

The Bristol Physio provides services including, where appropriate:

• physiotherapy;

• sports and musculoskeletal rehabilitation;

• post-operative rehabilitation;

• exercise rehabilitation;

• gym-based rehabilitation;

• personal training and strength and conditioning;

• massage;

• medical acupuncture;

• dry needling;

• running assessment and rehabilitation;

• home visits;

• virtual physiotherapy;

• other related services advertised on the website.

Not every treatment or service is appropriate for every person.

The clinician may recommend a different treatment, postpone or stop treatment, or recommend onward referral where this is considered clinically appropriate.

 

3. Clinical assessment and treatment

Booking a particular service does not guarantee that the treatment you expected will be clinically appropriate.

Assessment may identify that:

• a different treatment would be more suitable;

• treatment should be modified;

• further medical assessment or investigation is advisable;

• treatment should be postponed;

• another healthcare professional would be more appropriate.

Clinical decisions will be based on professional judgement, your individual circumstances and your agreement.

 

4. Making a booking

Appointments may be booked through:

• the online booking system;

• email;

• another booking method offered by The Bristol Physio.

Your appointment is confirmed when you receive confirmation that the booking has been accepted.

Please check your booking confirmation carefully and contact me if anything appears incorrect.

You are responsible for providing accurate contact information so that appointment information can be sent to you.

 

5. Prices

The price applicable to your appointment will normally be the price displayed or communicated when you book.

Prices may vary depending on:

• appointment type;

• appointment duration;

• treatment provided;

• health-insurance arrangements;

• another agreed funding arrangement.

Prices may change from time to time. A change in advertised prices will not normally change the price of an appointment that has already been confirmed unless you agree otherwise.

Any applicable taxes will be dealt with in accordance with UK law.

 

6. Payment

Depending on the service and booking arrangement, payment may be made by:

• card;

• bank transfer;

• cash where accepted;

• health insurance;

• another payment method specifically agreed with The Bristol Physio.

Payment may be required:

• at the time of booking;

• before treatment;

• on the day of treatment;

• after treatment;

• through your health insurer,

depending on the appointment arrangement.

You remain responsible for any amount that is properly due and is not paid by another agreed payer.

 

7. Health-insurance appointments

If you are claiming through private health insurance, please tell The Bristol Physio before your appointment.

You are responsible for providing any information required to process your treatment, which may include:

• insurer name;

• membership or policy details;

• claim details;

• pre-authorisation code;

• number of authorised sessions;

• applicable excess.

You are responsible for checking the terms of your insurance cover.

Authorisation from an insurer does not necessarily mean that the insurer will pay every charge relating to your treatment.

You may remain personally responsible for:

• your insurance excess;

• services not covered by your policy;

• treatment exceeding your authorised allowance;

• charges rejected by your insurer where you were responsible for obtaining the necessary authorisation;

• late-cancellation charges;

• missed-appointment charges.

Where there is a problem with an insurer payment, I will take reasonable steps to clarify the position before seeking payment from you where appropriate.

 

8. Stripe and card payments

Card payments may be processed using Stripe, a specialist payment provider.

When Stripe is used, sensitive card information is processed securely by Stripe.

The Bristol Physio does not personally store your full card number or card security code in your clinical records or ordinary business systems.

The Bristol Physio may receive limited information from Stripe, such as:

• payment status;

• card type;

• the last four digits of the card;

• expiry information;

• transaction references.

Further information about how personal and payment information is handled can be found in the Privacy Policy.

9. Prepayment and saved payment methods

The Bristol Physio may introduce or use arrangements requiring:

• full payment before an appointment;

• partial prepayment;

• a payment method to be securely saved with Stripe.

Where this applies, it will be explained before you complete your booking.

If a payment method is saved, you will be told:

• that Stripe will securely store the payment method;

• why it is being saved;

• what types of future charge may be made;

• how any future amount will be determined.

A saved payment method does not give The Bristol Physio unrestricted permission to make unrelated charges.

Where you have given the appropriate authorisation, a saved payment method may be used for a properly due charge under these Terms, including an applicable cancellation or missed-appointment charge.

 

10. Cancelling or rescheduling an appointment

Please give as much notice as possible if you need to cancel or move an appointment.

 

No charge

A cancellation or rescheduling request made before the calendar day immediately preceding your appointment is not normally charged.

 

Late cancellation

A cancellation or rescheduling request made:

• on the calendar day before your appointment; or

• on the day of your appointment

will normally be charged up to the full applicable appointment fee.

This is a calendar-day rule, not a rolling 24-hour rule.

For example:

If your appointment is on Wednesday, cancellation on Monday is normally free of charge.

Cancellation on Tuesday or Wednesday falls within the late-cancellation period.

A request to move your appointment is treated in the same way as cancelling the original reserved appointment.

 

11. Why a cancellation charge applies

An appointment is reserved specifically for you.

Late cancellation can mean that the appointment can no longer reasonably be offered to another patient and the clinic loses the income associated with that reserved appointment.

The cancellation charge is intended to reflect that loss rather than act as a penalty.

If your cancelled appointment is successfully filled by another paying patient, the late-cancellation charge will normally be:

• waived if it has not yet been collected; or

• refunded if it has already been paid.

A charge may also be waived or reduced where I consider this fair and reasonable because of genuine exceptional circumstances.

Nothing in this section overrides any cancellation right you have under consumer law.

 

12. Insured patients and cancellations

The cancellation policy applies whether your appointment is:

• self-funded; or

• funded through health insurance.

Health insurers commonly do not pay cancellation or missed-appointment charges.

Where an applicable charge is not covered by your insurer, you remain personally responsible for it, provided the charge is properly due under these Terms.

 

13. Your statutory cooling-off rights

Different cancellation rights may apply depending on how and where you made the booking.

If you enter into a contract for services entirely online, by telephone or in another way that legally constitutes a distance or off-premises contract, you may have a statutory right to cancel the contract during a 14-day cooling-off period.

Where such a right applies, it takes priority over the clinic's ordinary cancellation policy.

 

Appointments within the cooling-off period

You may want your appointment to take place before the statutory cooling-off period has expired.

Where required by law, you will be asked to expressly request that The Bristol Physio begins providing the service during that period.

Where services have already started at your express request and you subsequently exercise a statutory cancellation right, you may be required to pay a proportionate amount for services already supplied where the law permits this.

Once a service has been fully performed following the necessary request and acknowledgement, your statutory right to cancel that completed service may end.

The clinic's cancellation or missed-appointment terms will not be used to remove a statutory cancellation right that you legally have.

 

14. Missed appointments

A missed appointment or no-show occurs where you do not attend your appointment and have not cancelled before the appointment begins through an accepted communication method.

A missed appointment will normally be charged at the full applicable appointment fee, subject to:

• any statutory rights;

• exceptional circumstances;

• the fairness requirements applying to consumer contracts.

This is because the appointment was reserved exclusively for you and could not reasonably be offered to somebody else after it had started.

This applies to both self-funded and insured patients.

If an insurer does not cover a properly due missed-appointment charge, you remain personally responsible for that charge.

 

15. Late arrival

Please arrive in sufficient time for your appointment.

If you arrive late:

• your appointment will normally still finish at the original scheduled time;

• the full appointment fee will normally remain payable because the full appointment time was reserved for you.

If you arrive so late that there is insufficient time to provide a meaningful or clinically safe appointment, the appointment may be treated as missed.

Where possible, I will still try to provide useful treatment within the remaining appointment time where it is clinically appropriate to do so.

 

16. Exceptional circumstances

I recognise that genuine emergencies occur.

A cancellation or missed-appointment charge may be waived or reduced where circumstances reasonably justify this.

Examples may include:

• a serious medical emergency;

• hospital admission;

• bereavement;

• another significant event genuinely outside your reasonable control.

Each situation will be considered fairly.

 

17. Refunds

A refund will normally be provided where:

• The Bristol Physio cancels a prepaid appointment and you do not choose to transfer the payment to another appointment;

• you cancel a prepaid appointment outside the applicable chargeable period;

• a duplicate payment has been taken;

• you have clearly overpaid;

• a payment has been taken incorrectly;

• a charge has been made without the required authority;

• a refund is required by consumer law;

• another refund is agreed.

Where reasonably possible, refunds will be returned to the original payment method.

Card refunds will normally be processed through Stripe or the payment provider originally used.

Your bank or card provider may take additional time to make the refunded amount available after the refund has been submitted.

18. Refunds and treatment outcomes

Physiotherapy and rehabilitation outcomes cannot be guaranteed.

A refund is therefore not automatically due simply because:

• symptoms have not fully resolved;

• recovery takes longer than expected;

• you do not achieve a particular sporting or functional outcome;

• a treatment does not produce the result you hoped for.

However, this does not affect your consumer rights.

Services must be provided with reasonable care and skill.

If you believe that care has fallen below an appropriate standard, please contact me so that the concern can be investigated under the Complaints & Feedback procedure.

 

19. Children and young people

The Bristol Physio provides treatment to children and young people under 18.

Consent arrangements depend on:

• the young person's age;

• their understanding and maturity;

• the particular healthcare decision being made;

• parental responsibility where relevant.

Where somebody books on behalf of a child, they must provide accurate information about their relationship to the child and, where relevant, their authority to make decisions on the child's behalf.

A booking made by a parent or carer does not replace the clinical consent process.

The child's or young person's own views will be considered as part of treatment.

 

20. Consent to treatment

Booking an appointment does not mean that you have automatically consented to every examination or treatment that might be offered.

Clinical consent is separate.

Before assessment or treatment, I will explain what is proposed and obtain appropriate consent.

You are entitled to:

• ask questions;

• decline a particular treatment;

• request that treatment is stopped;

• withdraw consent.

Some treatments, including acupuncture and dry needling, may require additional consent.

 

21. Information you provide

Please provide information that is accurate and relevant to your treatment.

This includes telling me, where relevant, about:

• medical conditions;

• medication;

• allergies;

• operations;

• pregnancy;

• previous injuries;

• investigations;

• changes in symptoms;

• new diagnoses;

• advice or restrictions given by another healthcare professional.

Clinical decisions depend on the information reasonably available.

If important information changes during your course of treatment, please let me know.

 

22. Exercise and rehabilitation programmes

Exercise programmes are designed according to the information and assessment available at the time.

Please follow the instructions provided and contact me if:

• an exercise causes an unexpected problem;

• your condition materially changes;

• you develop new symptoms;

• you are uncertain how an exercise should be performed.

Do not assume that an exercise programme should continue unchanged indefinitely.

Progression should be appropriate to your condition and individual circumstances.

 

23. Home visits

Where treatment takes place in your home, please provide a reasonably safe environment in which treatment can be carried out.

This may include:

• adequate space;

• reasonable lighting;

• controlling pets where necessary;

• informing me of relevant access problems;

• identifying significant environmental risks.

I may modify, postpone or stop a home visit where the environment creates an unreasonable safety risk.

 

24. Gym-based treatment and rehabilitation

Treatment may take place in:

• a partner gym;

• your own gym;

• another agreed fitness facility.

Use of a third-party gym may also be subject to that gym's own:

• membership;

• access;

• induction;

• health and safety;

• equipment rules.

The Bristol Physio is responsible for the clinical services it provides but does not control all aspects of independently operated third-party premises or equipment.

I will not knowingly use equipment that appears unsafe and may modify or stop a session where the environment or equipment creates an unreasonable risk.

 

25. Virtual appointments

Virtual physiotherapy depends on suitable:

• internet access;

• technology;

• communication;

• physical space where movement assessment is required.

A virtual appointment may not be clinically appropriate for every condition.

I may recommend an in-person assessment or onward medical review where this is clinically necessary.

 

26. Clinical outcomes and onward referral

No healthcare professional can guarantee a particular treatment outcome.

Where appropriate, I may recommend:

• review by your GP;

• diagnostic imaging;

• consultant review;

• another healthcare professional;

• urgent medical assessment;

• another appropriate service.

The Bristol Physio is not an emergency medical service.

If you believe you are experiencing a medical emergency, you should seek appropriate emergency medical care rather than waiting for a physiotherapy appointment or email response.

 

27. Website information

Information on this website is provided for general educational and informational purposes.

It is not intended to:

• provide an individual diagnosis;

• replace a clinical assessment;

• replace medical advice;

• establish that a particular treatment is appropriate for you.

General information on the website should not be used to delay seeking appropriate medical care.

 

28. Website availability

I aim to keep the website accurate and available, but I cannot guarantee that it will always be:

• uninterrupted;

• error-free;

• free from temporary technical problems.

The website may occasionally be unavailable because of:

• maintenance;

• technical faults;

• hosting issues;

• circumstances outside my reasonable control.

 

29. Third-party services and links

The website may contain links to or use services operated by third parties, including:

• Cliniko;

• Stripe;

• Wix;

• healthcare insurers;

• other healthcare organisations.

Third-party websites and services are subject to their own terms and privacy arrangements.

The Bristol Physio is not responsible for the content of an independent third-party website simply because a link appears on this website.

 

30. Privacy

Personal information is handled in accordance with The Bristol Physio's Privacy Policy.

This includes information relating to:

• healthcare;

• bookings;

• insurance;

• payments;

• website use.

Please read the Privacy Policy for more information about how your personal information is collected, used, stored and shared.

 

31. Intellectual property

Unless otherwise stated, the original written content and materials produced by The Bristol Physio remain protected by applicable intellectual-property rights.

You may use exercise programmes and patient information provided specifically to you for your own personal use.

You should not reproduce, republish, sell or commercially distribute substantial parts of website or clinic materials without permission unless the law allows you to do so.

 

32. Complaints and concerns

If you are unhappy with any aspect of the service, I would encourage you to contact me so that I can investigate the matter.

You can contact me by:

Email: daniel@thebristolphysio.com

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or in writing:

​

The Bristol Physio
First Floor
77A Queens Rd
Clifton
Bristol
BS8 1QP

Making a complaint will not affect your right to receive appropriate professional care.

 

33. Consumer rights and liability

Nothing in these Terms is intended to exclude or restrict rights that cannot legally be excluded.

In particular, nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• services that are not provided with the reasonable care and skill required by law;

• another liability that cannot lawfully be excluded.

These Terms should not be interpreted as requiring you to waive your statutory consumer rights.

 

34. Circumstances outside reasonable control

Occasionally an appointment or service may be affected by circumstances outside reasonable control, for example:

• serious illness;

• emergency;

• power or internet failure;

• premises becoming unavailable;

• severe weather;

• equipment failure;

• another unexpected event.

Where this happens, I will take reasonable steps to contact affected patients and rearrange or refund an appointment as appropriate.

 

35. Changes to these Terms

These Terms may be updated from time to time, particularly where:

• services change;

• booking arrangements change;

• payment arrangements change;

• legislation or professional requirements change.

The version applying to an existing booking will normally be the version made available when the booking was entered into, unless:

• a change is required by law;

• a change is necessary for patient safety; or

• you agree to the change.

The latest version will be published on this website.

 

36. Governing law

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

If you are a consumer, you retain any rights you have under applicable consumer law concerning where legal proceedings may be brought.

 

37. Contact

If you have questions about these Terms, please contact:

Email: daniel@thebristolphysio.com

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In writing:

The Bristol Physio
First Floor
77A Queens Rd
Clifton
Bristol
BS8 1QP