Terms & Conditions
TWG Health Ltd, Trading as Limitless Physiotherapy & Performance.
Last updated: 04/03/2022
AGREEMENT TO TERMS
You agree that by accessing the Site, you have read, understood, and agree to be bound by all of these Terms and Conditions. It is important to read all of the Terms and Conditions before agreeing to use this website and use our services, which include Mobile Physiotherapy, Online Physiotherapy, Personal Training and Massage Therapy. These Terms and Conditions inform you of who we are, the agreement made by yourself by choosing to use our services, our contract with you, cancellation and no shows for our services and how you or we may change or end our contractual agreement.
The “Last updated” date of these Terms and Conditions shows the most recent changes to these Terms and Conditions and you waive any right to receive specific notice of each such change.
WHO WE ARE
Company Name: TWG Health Ltd, trading as Limitless Physiotherapy & Performance
Registration Number: 12928362
Registered Office: 20 Western Avenue, Barton on Sea, New Milton, Hampshire, BH25 7PZ
HOW TO CONTACT US
INFORMATION & ADVICE
Limitless Physiotherapy & Performance (TWG Health Ltd) will not be liable for any personal injury, damage, harm or loss (physical or financial), as a result of individuals that access this site and use any potential information advice for their own benefit without the consultation of one of our physiotherapists.
When you enquire about our services, a contract between us will only commence when we confirm we are able to provide you with the service/services you require. If we deem ourselves inappropriate to provide the services you require, you will not be charged. Reasons why we may be inappropriate to provide you with the services could be because we do not offer the specific service requested, or your needs are not suitably matched with the services we can provide you.
We cannot guarantee that any downloadable material or resources on this website will be free from viruses. You, the user of the website is personally responsible for taking the precautions necessary to prevent risks of your device acquiring viruses. Limitless Physiotherapy & Performance (TWG Health Ltd) accepts no liability or responsibility for any losses or damage suffered by you as a result of you accessing or downloading the information available on this website.
You, the user of this website are able to view, download and print documents found on this website for your own personal, non-commercial use, as long as you do not remove our company logo from the resource if applicable. You, the user of this website must not sell, publish or modify any of our content found on this website without the prior written consent of company director.
CANCELLATIONS, NO SHOWS AND APPOINTMENT CHANGES
We reserve the right to charge you 100% of the appointment fee for bookings cancelled within 24 hours of the appointment. We reserve the right to charge you 100% of the appointment fee for appointment no shows. Appointment changes can be made free of charge if the change is not requested within 24 hours of the appointment. If your session is cancelled due to matters out of the control of both parties, we will not charge you a fee for your session, although this will be discussed beforehand with you, the customer.
IF WE CANCEL
If we have to cancel your scheduled appointment, for example if your therapist has a valid emergency, is sick, or a preceding session over runs significantly, we will book you another appointment as soon as reasonably possible. This will incur no charge for the session cancelled by us.
COMMENCING YOUR FOLLOW-UP SESSIONS AFTER YOUR INITIAL PHYSIOTHERAPY ASSESSMENT
We suggest commencing the follow-up sessions following your initial physiotherapy assessment within a two-week period. If there is a significant period between an initial physiotherapy assessment and a follow-up session, we reserve the right to ask you to confirm in writing that the details you have provided us with in the initial assessment remain accurate, or we may require you to complete a second initial assessment.
OUR RECOMMENDATIONS BETWEEN YOUR APPOINTMENTS
Our therapists may advise you/recommend areas to work on at home between your appointments. You are not legally obliged to complete these recommendations. However, if you do not, your progress may not be sufficient enough to achieve your goals. We accept no responsibility for this.
YOUR RIGHTS TO END OUR CONTRACTUAL AGREEMENT
You can contact us at any point during our relationship to end the contractual agreement for our services. However, if you have paid for a block session package for our services and have not yet received all of the sessions within the package, you will not be entitled to a refund for the sessions not used and/or we may charge you a fee for the costs we have incurred for work completed in terms of admin and any rehabilitation and/or exercise plans designed for future planned sessions. You are entitled to a full refund for the sessions not used within a block session package if we have made an error in pricing or service description, or if it is found we have done something incorrect at any point.
OUR RIGHTS TO END OUR CONTRACTUAL AGREEMENT
We reserve the right to stop providing our services to you if you do not provide us with important information within a reasonable amount of time (7 days from our request) that may be useful/essential to provide you with the services requested. We reserve the right to stop providing our services to you if you do not pay for the services provided before, during, or within 5 working days of the completion of your appointment. We reserve the right to stop providing our services to you if you are threatening or offensive to any of our staff members.
If I am receiving treatment through my insurance provider (AXA/Vitality Health) and my insurance provider fails or refused to make payment for any completed sessions, I consent to making the payment in full for any unpaid invoices.
If you have a complaint about anything relating to the service/services you were provided, or with the communication prior to agreeing to commence with services we offer, please contact us so we can try to resolve this timely and efficiently. We value your feedback and will ensure any criticisms is taken on board and implemented going forwards to ensure we offer our community a high-value service. More information surrounding this can be found in our complaints policy.
The Consumer Rights Act 2015 details your rights if you feel there is a problem with our services:
The Consumer Rights Act 2015:
You can ask us to repeat a service if it’s not carried out with reasonable care and skill or get some money back if that is not possible.
If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.
BLOCK BOOKING SESSION PACKAGES
Payment for block booking session packages will be required upfront, before the sessions in the package have begun. We accept payment via bank transfer, card, cheque or cash. When you book a block of 2-10 sessions, the sessions must be used within a 10-month period, unless your therapist or we agree the expiry date of the sessions from the date of purchase can be extended. If it is deemed unrealistic to be able to complete the block booked sessions within the designated time period, due to matters out of the control of both parties, we will be happy to extend the expiry date. of the blook booking sessions, after discussing this directly with you, the customer.
If we recommend certain aids or pieces of equipment for you, we will source this equipment for you at the best available price by comparing a range of suppliers. This will be discussed with you on an individual basis depending on your needs. We reserve the right to charge an additional fee to cover admin costs and time spent on sourcing this equipment for you.
OUR LIABILITY FOR ANY LOSS OR DAMAGE
We accept no liability for any loss or damage you incur if it is deemed to be as a result of you providing us with incomplete or incorrect information which we have requested from you at your appointment. We accept no liability for any loss or damage you incur if you fail to inform us of any changes in your medical status since a previous session.