Terms of Service & Cancellation Policy

HELIORA REHAB
Prime Health Plus Ltd
15 Temple St, Aylesbury, Buckinghamshire, HP20 2RN
📞 07403 958436 | ✉ info@heliorarehab.co.uk | www.heliorarehab.co.uk

Effective Date: 22 April 2026
Version: 1.0

1. About These Terms

These Terms of Service apply to all private patients using Heliora Rehab’s physiotherapy, rehabilitation, and related services. By booking an appointment or using our website, you agree to these terms.

2. Our Services

Heliora Rehab provides private physiotherapy and rehabilitation services, including assessment, treatment, advice, and exercise prescription. Treatment may include hands-on therapy, exercise-based rehabilitation, education, and signposting to other healthcare professionals where appropriate.

3. Booking and Appointments

Appointments may be booked online, by phone, by email, or through our booking platform. It is the patient's responsibility to provide accurate contact and medical information when booking and before treatment begins. We may need to reschedule or decline an appointment if necessary for clinical, safety, or operational reasons.

4. Fees and Payment

Fees for appointments will be shown at the time of booking or communicated before treatment. Payment is due at the time of booking or at the end of the appointment, depending on the service offered. We may use third-party payment providers to process payments securely.

5. Cancellation Policy

This policy applies to private patients only.

We require at least 24 hours’ notice to cancel or reschedule an appointment. Cancellations made with less than 24 hours’ notice, or missed appointments where no notice is given, may be charged in full. Repeated late cancellations or non-attendance may result in a request for prepayment before future bookings.

6. Attendance and Punctuality

Please attend on time for your appointment. If you arrive late, your treatment time may need to be reduced so that the clinic can remain on schedule for other patients. If you are more than a reasonable period late, we may treat the appointment as a missed appointment and charge accordingly.

7. Clinical Responsibility

We will use reasonable clinical skill and care in providing treatment. However, physiotherapy outcomes can vary depending on many factors, including the nature of the condition, your medical history, adherence to advice, and individual response to treatment. No guarantee can be given regarding the outcome of treatment.

8. Your Responsibilities

You agree to:

  • provide accurate and complete information about your health, symptoms, medications, and medical history;

  • tell us about any changes in your condition;

  • follow safety advice and home exercise programmes where appropriate;

  • inform us of any pain, dizziness, or other concerns during treatment;

  • seek emergency medical help if you experience symptoms outside the scope of physiotherapy care.

9. Referral and Onward Care

If we believe your condition requires medical assessment or treatment outside our scope of practice, we may advise referral to your GP, another healthcare professional, or emergency services.

10. Website Use

You must not misuse our website, booking system, or contact forms. We may suspend or restrict access to the website if we believe there has been misuse, abuse, or a security risk.

11. Liability

Nothing in these terms limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence. Subject to that, Heliora Rehab will not be liable for indirect or consequential losses arising from the use of our services or website.

12. Privacy and Data Protection

Your personal data is handled in accordance with our Privacy Policy and Cookie Notice. Please refer to that policy for information about how we collect, use, store, and protect your data.

13. Changes to These Terms

We may update these Terms of Service from time to time. The most recent version will always be available on our website. Continued use of our services after changes are published means you accept the updated terms.

14. Contact Us

If you have any questions about these terms, please contact:

Heliora Rehab
Prime Health Plus Ltd
15 Temple St, Aylesbury, Buckinghamshire, HP20 2RN
📞 07403 958436
✉ info@heliorarehab.co.uk