Tide Physiotherapy and Health – Terms & Conditions
Overview
This website is operated by our business. Throughout the site, the terms “we”, “us” and “our” refer to our business. our business offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms and Conditions”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms and Conditions apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms and Conditions carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms and Conditions. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms and Conditions are considered an offer, acceptance is expressly limited to these Terms and Conditions.
Any new features or tools which are added to the current store shall also be subject to the Terms and Conditions. You can review the most current version of the Terms and Conditions at any time on this page. We reserve the right to update, change or replace any part of these Terms and Conditions by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
1. Definitions
For the purposes of these Terms & Conditions:
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Provider: Myles Whitbread‑Jordan, Sole Trader, trading as Tide Physiotherapy and Health, operating as a Chartered Physiotherapist registered with the Health & Care Professions Council (HCPC) and a member of the Chartered Society of Physiotherapy (CSP).
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Client / Patient: Any individual, company, or organisation engaging the Provider’s services as a customer
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Services: Physiotherapy assessment, diagnosis, treatment, rehabilitation, advice, and any related professional services delivered in person or via remote consultation, and the website with URL tidephysiotherapy.com
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Appointment: Any scheduled clinical session, whether assessment, follow‑up, or telehealth.
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Insurance Provider: Any private medical insurer or third‑party funder covering part or all of the Client’s treatment.
Clinic contact details: Myles Whitbread-Jordan Address: 23 Mitchell Hill, Truro, Cornwall, TR1 1ED Email: info@tidephysiotherapy.com
2. Scope of Services
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The Provider delivers professional physiotherapy services in accordance with HCPC Standards of Conduct, Performance and Ethics and the CSP Code of Professional Values and Behaviour.
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Services may include hands‑on treatment, exercise prescription, rehabilitation planning, education, and telehealth consultations.
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The Provider will always act within their professional scope of practice and refer to other healthcare professionals when appropriate.
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No guarantee of clinical outcome is offered, as treatment response varies between individuals.
3. Service Satisfaction Money‑Back Guarantee (UK)
1. Purpose of this Guarantee
We want every patient to feel listened to, respected, and supported. To give you confidence when choosing our clinic, we offer a Service Satisfaction Money‑Back Guarantee on your first physiotherapy appointment, subject to the terms below. This guarantee relates solely to the service experience and is not connected to clinical outcomes.
2. Definition of “Service Satisfaction”
For the purposes of this guarantee, “Service Satisfaction” refers exclusively to the following service‑experience criteria:
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You received a clear explanation of your diagnosis that you understood.
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You received a clear treatment plan outlining recommended next steps.
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You felt listened to and had the opportunity to explain your symptoms, concerns, and goals.
This guarantee does not relate to symptom change, pain reduction, or recovery outcomes, as these cannot be guaranteed in a single, or consecutive appointments.
3. Scope of the Guarantee
This guarantee applies only to:
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Your initial physiotherapy appointment at our clinic.
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Appointments that were attended in full and paid for in full.
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Self‑funded patients (not insurance‑funded or third‑party payers).
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A one‑time use per patient.
4. Exclusions
This guarantee does not apply to:
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Pain levels, symptom changes, or recovery outcomes.
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Disagreement with clinical advice or recommended treatment plans.
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Pain flare‑ups following treatment.
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Missed appointments, late cancellations, or late arrivals.
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Any additional services, reports, letters, or products.
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Situations where clinic policies were breached (e.g., abusive behaviour).
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Requests made more than 14 days after the appointment date.
5. How to Request a Refund
If you believe your service experience did not meet the criteria above, you may request a refund by:
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Emailing us at info@tidephysiotherapy.com within 14 days of your appointment AND;
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Providing a brief written explanation of which service‑experience criteria were not met. This helps us improve our service.
Once your request is received, we will process your refund within 7 working days, issued to the original payment method. We may request reasonable information to verify your identity for fraud‑prevention purposes.
6. Limit of Refund
The refund covers the cost of the initial physiotherapy appointment only. It does not cover:
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Follow‑up appointments
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Products
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Reports or letters
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External referrals
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Any associated costs (travel, time off work, etc.)
7. No Admission of Liability
Issuing a refund under this guarantee does not constitute an admission of fault, negligence, or liability. It is a goodwill gesture designed to ensure patient confidence and satisfaction.
8. Statutory Rights
This guarantee is offered in addition to your statutory rights under UK consumer law. It does not replace or limit any legal rights you already have.
9. Amendments
We reserve the right to amend or withdraw this guarantee at any time. Any changes will not affect appointments already attended.
4. Fees, Payment & Refunds
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Fees: Current pricing is published on the clinic website and may change at any time without prior notice.
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Payment: Payment is due at the time of the appointment unless otherwise agreed in writing.
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Accepted methods: Card, bank transfer, cash or other methods as listed on the website.
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Insurance:
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Clients remain responsible for any fees not covered by their insurer.
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Pre‑authorisation codes must be provided before treatment.
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If an insurer declines payment, the Client must settle the outstanding balance.
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Refunds:
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Refunds are not issued for completed appointments unless explicitly stated in writing in these terms and conditions
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5. Cancellation, Rescheduling & Late Arrival
There is a minimum of 24 hours’ notice required to cancel or reschedule an appointment and cancellations with less than 24 hours’ notice or missed appointments may incur a fee equal to 50% of the session cost.
Repeated missed appointments will result in refusal of future bookings and late arrival may reduce treatment time; arrivals more than 15 minutes late may be treated as a missed appointment. In either case, the client is expected to pay in full the cost of the service they were in attendance for.
6. Errors, Inaccuracies And Omissions
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
7. Patient Responsibilities
In accordance with our terms, but accepting them and entering into an agreement with the provider, the clients agree to the following:
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Provide accurate and complete medical history and update the Provider of any changes.
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Follow prescribed exercises and treatment recommendations.
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Attend appointments on time.
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Inform the Provider immediately if symptoms worsen or new symptoms develop.
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Not attend the clinic if unwell with contagious illness.
8. Consent to Treatment
Written informed consent will be obtained before any assessment or treatment, and the clients may withdraw consent at any time. Physiotherapy may involve physical contact; this will be explained any treatments commence. Chaperones will not be available on request but the client may bring a chaperone with them on their behalf. For telehealth appointments, Clients accept the limitations of remote assessment.
9. Confidentiality & Data Protection
The Provider complies with GDPR and the Data Protection Act 1998 and all Clinical records are stored securely and retained for the legally required period, for information on this please see our privacy policy to review in full.
Clients have rights to access, correct, or request deletion of their data where applicable and you should see our privacy policy for further information. The Provider is registered with the Information Commissioner’s Office (ICO).
Communication may occur via email or SMS; while reasonable safeguards are used, these channels cannot be guaranteed as fully secure in spite of compliance with UK GDPR rules and regulations and the cloud-based storage providers that we use.
Information is shared only with other healthcare professionals involved in care and only with explicit consent where appropriate. Full details are available in the clinic’s Privacy Policy.
10. Limitation of Liability
The Provider maintains professional liability insurance in accordance with CSP guidelines and is insured with full public liability insurance as provided through the Chartered Society of Physiotherapy. Physiotherapy involves inherent risks, which will be explained during consent.
We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall our business, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
11. Complaints Procedure
Should the client have issue with the provider then this should first be raised directly with the Provider, and a formal complaints procedure is available on request.
The Provider aims to acknowledge complaints within 5 working days and respond fully within 20 working days.
If unresolved, Clients may escalate to the Chartered Society of Physiotherapy (CSP) or the Health & Care Professions Council (HCPC).
12. Governing Law
These Terms & Conditions are governed by the laws of England where the sole trader is registered. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Acceptance of Terms
By booking or attending an appointment, the Client confirms they have read, understood, and agree to these Terms & Conditions.