Terms & Conditions

Patient Service Plan Agreement

At GoMove Physio, we are committed to providing the highest quality healthcare. In return, we ask our service users to:

• Treat our staff with respect.
• Notify us in advance if they are unable to attend appointments.
• Make payments promptly.

Please review the following terms and conditions carefully.

GoMove Physio reserves the right to update these terms periodically. Please check this page regularly to stay informed. These terms and conditions are effective from 30 January 2025

Before any assessment or treatment, our Physiotherapist will explain the procedures and obtain your consent. You are encouraged to ask questions and share relevant information. With your permission, we may also communicate with your GP to ensure continuity of care.

During your first appointment, the Physiotherapist will:

• Discuss your main concerns and medical history.
• Conduct a physical examination (please wear appropriate clothing).
• Provide an assessment and propose a tailored treatment plan focused on exercise therapy, education, and advice.
• Recommend additional treatments if necessary.

We offer:

• Standard Sessions – Focused on exercise therapy and advice.
• Adjunct Sessions – Including manual therapy or ultrasound therapy as needed.

Your Physiotherapist will recommend follow-ups based on your progress and preferences.

ChairFLEX is a general fitness class suitable for adults (Torbay GP registered) without medical conditions that contraindicate chair-based exercises. If unsure, please consult your GP.

• Register Online: Limited spots available.
• Time: Class starts at 2 PM—join 10 minutes early.
• Platform: Held on ZOOM; the link will be sent via email (check junk/spam).
• Booking: Book one session at a time to prevent confusion with class link dates.
• Cancellations/Rescheduling: Manage easily online via your account.

Note: ChairFLEX is a general fitness class and not a rehabilitation programme. If you have specific rehabilitation needs, please book a physiotherapy consultation.

• Some of our virtual exercise classes, including ChairFLEX, may be recorded for educational, training, and promotional purposes.
• By attending a virtual class, you grant GoMove Physio the right to record, use, and distribute footage that may include your image, voice, and likeness.
• If you do not wish to appear in recordings, please disable your camera and microphone before the session.
• Participants are strictly prohibited from recording, photographing, or taking screenshots of any part of the class, including other participants, without explicit consent from all parties involved.
• Unauthorised recording or distribution of class content is a violation of privacy and may result in removal from future sessions and/or legal action.

• By participating in any virtual exercise class offered by GoMove Physio, you acknowledge that physical activity carries inherent risks, including but not limited to injury, strain, or discomfort.
• You agree that you are responsible for ensuring that you are in suitable physical condition before engaging in any exercise programme.
• GoMove Physio, its staff, and instructors are not liable for any injuries, damages, or losses incurred during or after participation in a virtual class.
• If you experience pain, dizziness, or any adverse effects, you must stop the activity immediately and seek medical advice.
• Participation in any virtual class is voluntary, and by attending, you waive any claims against GoMove Physio related to personal injury or property damage.

GoMove Physio adheres to the government's 'Zero Tolerance' campaign for Health Service Staff. Our staff have the right to provide care without fear of abuse or violence.

• Swearing, using bad language, or verbal abuse.
• Physical violence (e.g., pushing, shoving).
• Racial abuse, sexual harassment, or discrimination.
• Persistent or unreasonable demands causing undue stress to staff.
• Stealing or damaging property.

Aggressive behaviour may result in immediate service termination without refund, removal from our service list, and, in extreme cases, police involvement.

We encourage everyone to book an appointment via our Online Booking System for a seamless experience.

If you can’t book online, please request an invoice via email for advanced payment. Initial assessments could be requested to be paid via tap and pay during the day, but follow-ups require advance payment.

For insurance-related appointments, we could arrange invoices and payments after each appointment.

For assistance, contact us.

Our standard service fees apply within Torbay. For locations outside Torbay, a separate travel fee is required:

• Less than 5 miles from Torquay: £10
• 5-10 miles from Torquay: £15
• More than 10 miles: Service not available

If a travel fee is mistakenly omitted, an invoice will be sent separately.

• 15% off for sole trader partner clients.
• 10% off for corporate partner clients.

Proof of eligibility is required. Discounts apply only to initial consultations and cannot be combined with other offers.

Follow-up bundles (Neuro Rehab, Elderly Rehab & MSK/Sports Physio) include multiple sessions at a discounted rate. These:

• Must be used by the same patient.
• Are ineligible for additional discounts.
• Are non-refundable once the first session has occurred (rescheduling permitted).
• Sessions should be scheduled no more than 2 weeks apart.

Designed for nursing and residential homes, our Group Booking service includes:

• Up to 4 physiotherapy slots per day (45 min each).
• Neuro and elderly rehabilitation, positioning, and manual handling plans.

Sessions must be used consecutively at the same location. Group bookings do not qualify for additional discounts.

• One reschedule per appointment is permitted.
• Requests made less than 24 hours before an appointment will incur the full appointment fee.

• Cancellations must be requested at least 48 hours in advance.
• Late cancellations (less than 48 hours) incur a full appointment fee.
• One reschedule option is available to avoid cancellation charges.
• Refunds take 7-14 working days to process.

For cancellations or rescheduling, please contact us promptly.

Please allow a 10-minute buffer time for the physiotherapist to arrive at your home from your appointment time. Additionally, we allow a 10-minute buffer time for patients to attend the physiotherapist from your appointment time. If we cannot start your session within that time, it will be considered a missed appointment, and the full fee will be charged.

Thank you for choosing GoMove Physio. Your cooperation ensures the best care for all service users.