1. Service Eligibility

Services are available to individuals aged 60 and over.

All therapy sessions are conducted in the client’s home or residence.

2. Bookings & Cancellations

Appointments must be booked in advance via phone or email.

Cancellations require at least 24 hours notice.

Late cancellations (within 24 hours of the scheduled appointment) will incur the deposit fee of 20%, which is non- refundable.

Rescheduling may be offered at the company’s discretion, depending on availability.

3. Payment Terms

A deposit of 20% of the total service fee will be taken during the initial telephone consultation to confirm the booking.

The remaining 80% is payable immediately following the completion of the home visit.

We accept payment via bank transfer, cash, or card.

Deposits are non-refundable if cancellation occurs within 24 hours of the scheduled appointment.

4. Health & Safety

Clients must disclose any relevant medical conditions prior to treatment.

Clients are also required to inform us of any potential hazards in the home, including aggressive or dangerous pets, restricted access, or environmental risks.

Our physiotherapists follow strict hygiene

If a therapist feels unsafe or unable to proceed due to undisclosed risks, the session may be cancelled or rescheduled at the company’s discretion.

5. Liability

While we aim to provide effective therapy, results may vary based on individual conditions.

We are not liable for any adverse effects resulting from undisclosed medical history or failure to follow post-treatment advice.

6. Privacy

All client information is kept strictly confidential and used only for treatment purposes.

We comply with GDPR and relevant data protection laws.

7. Complaints & Feedback

We welcome feedback and aim to resolve any concerns promptly.

Formal complaints can be submitted via email and will be addressed within 7 working days.

Lone Worker Policy

1. Definition

A lone worker is any staff member who carries out duties without direct supervision or immediate support from colleagues, typically in a client’s home.

2. Risk Assessment

All lone working scenarios are subject to a risk assessment prior to service delivery.

Clients must disclose any known ricke in the home environment (e.g. aggressive pets, accessibility issues).

3. Safety Protocols

Workers must check in with the office before and after each appointment.

Emergency contact procedures are in place if a worker fails to check in.

4. Training & Preparedness

Our staff are highly experienced and undergo ongoing professional development training to maintain the most up-to-date clinical reasoning and therapeutic knowledge.

All team members complete mandatory Moving and Handling training, refreshed regularly to ensure compliance with current safety standards and best practices.

Lone workers receive specific training in personal safety, conflict de-escalation, and emergency response.

Staff are briefed on safeguarding procedures and how to report concerns discreetly.

5. Client Responsibilities

Any threatening or inappropriate behaviour may result in termination of services.

6. Incident Reporting

Any incidents, near misses, or safety concerns must be reported immediately and documented.

The company will investigate and take appropriate action, including revising safety protocols if needed.