Terms and conditions
Pivot Point Ltd
Last updated 11 May 2026
1. About us and acceptance of these terms
These Terms and Conditions of Service (“Terms”) set out the agreement between you (you, your) and Pivot Point Physio Ltd (we, us, our, the Clinic).
Pivot Point Physio Ltd is a private limited company registered in England and Wales under company number 16740574.
Our registered office, trading address and appointment location are Studio 4 Hove Gardens Studios, Foundry Hove, 3 Ellen Street, East Sussex, United Kingdom, BN3 3LN.
You can contact us by email at contact@pivotpoint.physio or by phone on 07356 113336.
When booking online, you may be asked to confirm that you have read and agree to these Terms before your appointment is confirmed. If you book by phone, WhatsApp, email or any other method, we will make these Terms available to you prior to your appointment. These Terms will be included in, or linked from, our digital consent form, which must be completed before treatment. By completing the form, proceeding with your booking, or attending your appointment after these Terms have been made available to you, you agree to be bound by them.
Nothing in these Terms affects your statutory rights under UK consumer law.
We may update these Terms from time to time to reflect changes in law, regulation, clinical practice, professional standards, or our services. Any updated Terms will be published on our website and will apply to bookings made after the date of publication.
Changes will not apply retrospectively to services already provided or to appointments already confirmed, unless we have notified you of the change and it is fair and lawful to apply it.
2. Scope of services
We provide private physiotherapy services, including assessment, diagnosis, treatment, rehabilitation, advice, and education for musculoskeletal and related conditions.
All services are provided by qualified physiotherapists registered with the Health and Care Professions Council (HCPC) and members of the Chartered Society of Physiotherapy (CSP).
We provide services within the professional scope of physiotherapy. Where we consider that your needs fall outside our scope, or that you require medical assessment or another form of care, we may recommend referral to your GP, NHS 111, emergency services or another appropriate healthcare professional.
Physiotherapy is not an emergency service. If you experience symptoms such as chest pain, severe shortness of breath, signs of stroke, sudden loss of bladder or bowel control, major trauma, unexplained severe pain, or any other urgent symptoms, you should call 999, contact NHS 111, contact your GP, or attend Accident and Emergency as appropriate.
Contact forms, email, WhatsApp and voicemail are not monitored continuously and must not be used for emergencies or urgent medical concerns.
3. Consent to assessment and treatment
Before your first appointment, you will be asked to complete a consent and intake form. We may be unable to provide treatment until the required consent form has been completed.
Attending an appointment or completing a consent form does not mean that you consent to every form of assessment or treatment.
Your physiotherapist will explain:
the proposed assessment or treatment;
expected benefits;
any relevant risks or side effects
And alternative options where appropriate
You will have the opportunity to ask questions and your physiotherapist will seek your consent before proceeding.
Physiotherapy assessment or treatment may include hands-on techniques, movement assessment, active exercises, rehabilitation, and advice on activity, recovery and self-management.
If access to a specific or sensitive area of the body is required, or if you need to adjust or remove items of clothing, this will be explained clearly and carried out only with your explicit consent. Your privacy, comfort and dignity will always be respected.
Consent is ongoing. You may ask questions, decline any part of assessment or treatment, request a pause, ask for modifications, or withdraw consent at any time. If consent is withdrawn and no suitable modification can be agreed, treatment will stop. Fees for services already provided remain payable.
You may request a chaperone at any time. We may also recommend or require a chaperone where clinically or professionally appropriate, including where assessment or treatment involves sensitive areas of the body, a child or young person, or a vulnerable adult. If a suitable chaperone is not available, we may need to delay, modify or rearrange the appointment.
4. Children and young people
For patients under 16, we will assess whether the child has sufficient understanding and maturity to consent to the proposed assessment or treatment. For the first appointment, we ask that a parent or person with parental responsibility attends to support decision-making and provide consent if required.
Young people aged 16 to 17 will usually be treated as able to consent for themselves, unless there is reason to believe they lack capacity for the relevant decision.
Where a child or young person cannot provide informed consent, consent must be given by a parent or person with parental responsibility.
We reserve the right to verify parental responsibility and may refuse or discontinue treatment if appropriate consent cannot be confirmed.
We are committed to safeguarding children and young people. If we have concerns about the safety or wellbeing of a child or young person, we may need to take appropriate action, including sharing relevant information with safeguarding professionals, healthcare providers or local authorities where required or permitted by law.
5. Nature and limitations of physiotherapy
Physiotherapy aims to assess, manage, and improve physical function and symptoms. Physiotherapy outcomes vary depending on factors including the nature of your condition, your general health, your response to treatment and your participation in agreed self-management or exercise programmes. We cannot guarantee any particular outcome, recovery time, improvement or cure.
Treatment recommendations are based on clinical assessment, professional expertise, and current evidence. You are free to decline or discontinue treatment at any time.
This does not affect our responsibility to provide services with reasonable care and skill, or any rights you have under consumer law.
6. Suitability and right to refuse treatment
We may decline, pause, modify or discontinue treatment where, in our reasonable professional judgement:
physiotherapy is not appropriate, safe or clinically beneficial;
further medical investigation is required;
you appear unwell, intoxicated or unable to participate safely;
appropriate consent cannot be obtained;
your behaviour presents a risk to staff, patients or others;
you act in an abusive, discriminatory, threatening or inappropriate manner; or
there is a significant breakdown in the therapeutic relationship.
Where appropriate, we will explain our reasoning and may recommend referral to another healthcare provider.
7. Patient responsibilities
You are responsible for providing accurate and complete information about your health, symptoms, medical history, medication, allergies, previous treatment, investigations and any changes in your condition.
If you do not provide complete or accurate information, this may affect the safety, suitability or effectiveness of the advice or treatment we provide. We will not be responsible for harm or loss to the extent that it results from information you withheld, misstated or failed to update, except where we have failed to act with reasonable care and skill.
8. Advice, exercise programmes, and self-management
Where appropriate, we may provide verbal and/or written advice, exercises, or rehabilitation programmes, or self-management guidance.
You agree to:
only follow advice or exercises that you fully understand;
ask your physiotherapist for clarification if unsure;
follow any safety instructions provided; and
stop exercises immediately if you experience unexpected or severe pain, neurological symptoms, dizziness, faintness, chest pain, shortness of breath, or any other concerning or adverse symptoms.
If you experience severe, urgent or worsening symptoms, you should seek appropriate medical help, including contacting your GP, NHS 111, calling 999 or attending Accident and Emergency as appropriate. For non-urgent concerns about your exercises or treatment plan, please contact us promptly.
Advice and exercise programmes are personalised and must not be shared with or applied to others.
Please tell us before treatment, and before using any product or equipment we provide, if you have any allergies or sensitivities, including to latex, adhesives, tapes, creams, oils, lotions, gels, cleaning products, resistance bands or exercise equipment.
Unless we confirm otherwise, exercise equipment or products supplied by us are for your own use only and must be used in accordance with the instructions provided. Stop using any product or equipment immediately if you experience an adverse reaction, unusual pain, skin irritation, swelling, numbness, dizziness or other unexpected symptoms. For non-urgent concerns, contact us for advice. For urgent or severe symptoms, contact NHS 111, call 999, or attend Accident and Emergency as appropriate.
9. Fees and payment
Fees are displayed on our website or confirmed at the time of booking. Payment is required in advance of, or on the day of, your appointment unless otherwise agreed in writing.
At present, we do not bill private medical insurers directly. Unless we agree otherwise in writing, you are responsible for paying our fees directly.
Invoices are payable within seven days of issue unless otherwise agreed. If payment remains overdue after we have sent a written reminder and given you a reasonable opportunity to raise any genuine query or dispute, we may suspend further non-urgent appointments and/or refer the unpaid balance to a debt recovery provider. We may seek to recover reasonable and proportionate debt recovery costs and interest where permitted by law.
We reserve the right to require payment in advance for future appointments where previous invoices have not been paid on time.
10. Cancellation and rescheduling policy
Cancellation or rescheduling by you
To ensure fair access to appointments, the following policy applies:
More than 48 hours’ notice: no charge
24 to 48 hours’ notice: 50% of the appointment fee
Less than 24 hours’ notice or failure to attend: up to 100% of the appointment fee
Our cancellation charges are intended to reflect the time reserved for you, the difficulty of offering the appointment to another patient at short notice, and the administrative costs of managing late cancellations or non-attendance. They are not intended to penalise you.
Late cancellations or rescheduling requests should be made by phone, WhatsApp on 07356 113336, email at contact@pivotpoint.physio, or via the contact form on our website.
We will act reasonably when applying cancellation charges and may waive or reduce a charge where there are exceptional circumstances, such as sudden illness, emergency, bereavement, or other circumstances outside your reasonable control.
Because appointments reserve clinical time for a specific date and time, our cancellation policy applies once your booking is confirmed. Any statutory cancellation rights that cannot lawfully be excluded are unaffected.
Late arrival
If you arrive late, your appointment may be shortened to avoid delaying other patients. If there is insufficient time to provide the service safely or appropriately, we may treat the appointment as cancelled and the cancellation policy may apply.
Force majeure and cancellation or changes by us
In rare circumstances, we may need to cancel or amend an appointment due to events beyond our control.
We will not be responsible for failure or delay in providing services where this is caused by events outside our reasonable control, such as clinician illness, emergency, extreme weather, premises issues, utility failure, technology failure, public health restrictions or other unforeseen events. Where this affects your appointment, we will contact you as soon as reasonably practicable and offer to rearrange, provide an alternative clinician where appropriate, or refund prepaid fees for services not provided.
11. Refunds
If we fail to provide a service with reasonable care and skill, you may be entitled to a repeat service or an appropriate price reduction under the Consumer Rights Act 2015. Nothing in these Terms limits those rights.
Any agreed refund will be initiated within five working days. Processing times thereafter are determined by our payment provider and your bank and may take an additional 4 to 14 working days.
12. Products
From time to time, we may sell or provide products such as resistance bands, supports, exercise equipment, creams, gels, tapes or other items. Where you purchase a product from us, your statutory rights under consumer law apply. Products must be as described, of satisfactory quality and fit for any purpose made known to us.
Products are manufactured by third parties. This does not affect any rights you may have against us as the seller. We may also provide reasonable assistance with manufacturer warranties or product issues where appropriate.
You must use products only as instructed and must check with us before use if you have allergies, sensitivities, skin conditions or any concern about suitability. If you experience an adverse reaction or unexpected symptoms when using a product or item of equipment, please stop using it immediately and follow the safety guidance in section 8.
13. Liability
We will provide services with reasonable care and skill in accordance with applicable professional standards.
We do not exclude or limit our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory rights, or any other liability that cannot lawfully be excluded or limited.
We are responsible for foreseeable loss or damage caused by our breach of these Terms, our negligence, or our failure to provide services with reasonable care and skill.
We are not responsible for losses that are not foreseeable, or for losses arising from your failure to provide accurate information, follow agreed advice, or seek medical help where advised, except to the extent that we have failed to act with reasonable care and skill.
Our services are provided to you as a consumer for personal healthcare purposes. We are not responsible for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.
14. Confidentiality and data protection
We treat personal and clinical information as confidential and handle it in accordance with UK data protection law, professional obligations and our Privacy Notice.
We process personal data for purposes including providing healthcare, managing appointments, communicating with you, maintaining clinical records, taking payment, dealing with complaints, meeting legal and regulatory obligations, and protecting patient safety.
Health information is special category data and receives additional protection. Our Privacy Notice explains the lawful bases and special category conditions we rely on. These may include provision of health care, compliance with legal obligations, legitimate interests, contract, explicit consent where required, and the establishment, exercise or defence of legal claims.
We will not usually share your confidential clinical information without your permission. However, we may share information where required or permitted by law, where necessary for safeguarding, or where there is a serious risk of harm to you or someone else.
Please avoid sending sensitive clinical information by WhatsApp or standard text message unless we have agreed this with you. These channels may be used for appointment administration, but they may not be suitable for urgent clinical concerns or emergencies.
Photos, videos and testimonials
We will not take or use photographs, videos or testimonials for marketing without your specific consent. Clinical photographs or videos, where clinically appropriate, will be explained to you and handled in accordance with our Privacy Notice.
15. Clinical records
We maintain clinical records of your assessment, treatment, advice, consent and relevant communications. Records are kept securely and retained in accordance with legal, regulatory, professional and insurance requirements. You have rights in relation to your personal data as explained in our Privacy Notice.
16. Complaints
We aim to provide a high standard of care and service at all times.
If something goes wrong with your care, we will act openly and honestly, explain what has happened where appropriate, and take reasonable steps to put things right.
If you are dissatisfied with any aspect of your experience, we encourage you to let us know as soon as possible so we can try to resolve the issue promptly and fairly.
Complaints may be raised verbally or in writing by contacting us by phone on 07356 113336, by email at contact@pivotpoint.physio, or via the contact form on our website. Where appropriate, we may suggest discussing concerns directly with the treating physiotherapist in the first instance. Our complaints lead is Paul Roberts. He can be contacted by email at paul@pivotpoint.physio.
We will acknowledge written complaints within 5 working days where possible and aim to provide a written response within 20 working days. If we need more time, we will explain why and provide an updated timeframe.
If your concern remains unresolved and relates to professional conduct, fitness to practise or patient safety, you may be able to raise it with the Health and Care Professions Council. If your treating physiotherapist is a member of the Chartered Society of Physiotherapy, you may also contact the CSP for relevant guidance.
17. Equality and accessibility
We are committed to providing services in a fair, inclusive, accessible and non-discriminatory manner in accordance with the Equality Act 2010 and relevant professional standards.
Please tell us as early as possible if you need reasonable adjustments, accessible information, support with communication, or other arrangements to help you access our services. We will consider requests fairly and make reasonable adjustments where required by law and practicable in the circumstances.
18. Website content and marketing claims
Information on our website, social media, blogs or other materials is provided for general information only and is not a substitute for individual assessment, diagnosis or treatment. You should not rely on general information as medical advice for your specific circumstances.
Testimonials and case examples, where used, reflect individual experiences and do not guarantee that you will achieve the same or similar results.
19. Governing law and jurisdiction
These Terms are governed by the laws of England and Wales.
Nothing in this clause limits your rights to bring proceedings in your local courts where mandatory consumer protection laws apply.
20. Definitions
“Clinic”, “we”, “us”, “our” refers to Pivot Point Physio Ltd.
“Patient” means the person receiving physiotherapy assessment, advice, treatment or related services.
“You”, “your” means the patient, or where applicable the person booking or paying for services on the patient’s behalf.
“Services” means physiotherapy assessment, advice, treatment, rehabilitation, exercise prescription, education and related services provided by us.
“Website” refers to https://pivotpoint.physio