Terms & Conditions

1. About GLO Physio

GLO Physio is a physiotherapy service operated by GLO Physio, a sole trader based in the UK.

Services are provided by a HCPC-registered Physiotherapist in accordance with the standards and guidelines set out by the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).
 

Contact details:
Email: hello@glophysio.co.uk
Clinic address: Chessington Business Centre, Peak Performance Training Club, Oakcroft Road, Chessington, KT9 1SD

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2. Services Provided

GLO Physio provides physiotherapy services including, but not limited to:

• Physiotherapy assessment

• Manual therapy

• Exercise-based rehabilitation

• Pilates-informed physiotherapy where clinically appropriate

• Online physiotherapy consultations

All treatment is tailored to the individual following assessment. While every effort is made to achieve positive outcomes, results cannot be guaranteed.

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3. Eligibility for Treatment

Clients confirm that:

• They are over 18 years of age, or parental/guardian consent has been provided

• They will provide accurate and complete medical history

• They will inform GLO Physio of any changes to their health status
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4. Consent to Treatment

By booking and attending an appointment, clients consent to physiotherapy assessment and treatment.
The nature, purpose, benefits, and potential risks of treatment will be explained, and clients may ask questions at any time.

Clients may withdraw consent at any point during treatment.

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5. Online Physiotherapy Appointments

Online appointments are conducted via a secure video platform.

Clients are responsible for:

• Ensuring a suitable, private space

• Adequate internet connection

• Understanding that hands-on treatment is not possible online

Online physiotherapy may not be suitable for all conditions and clinical judgement will be used at all times.

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6. Fees and Payment

• Fees are displayed at the time of booking or published on the GLO Physio website

• Payment is required in full at the time of booking for online appointments, or at the time of your appointment for in-clinic bookings.

• Additional fees may apply for reports, letters, or extended sessions where agreed in advance
   

7. Cancellation and Rescheduling Policy

A minimum of 24 hours’ notice is required to cancel or reschedule an appointment. 

• Appointments cancelled or rescheduled with at least 24 hours notice will receive a full refund of any fees paid

• Cancellations with less than 24 hours’ notice will be charged the full session fee

• Non-attendance will be charged the full session fee

• Exceptions may be made in genuine emergencies at the discretion of GLO Physio

This policy applies to both in-clinic and online appointments.
 

8. Late Arrivals

• Late arrivals will be offered a shortened appointment, ending at the originally scheduled time, with the full fee still payable

• If a client arrives more than 10 minutes late, the appointment may need to be rescheduled

• In such cases, a cancellation fee may apply

This ensures fairness to other clients and clinic scheduling.
 

9. Pilates-Based Physiotherapy Sessions

Where Pilates-based exercises are clinically appropriate and delivered as part of physiotherapy treatment:

• These sessions will be booked and billed as Physiotherapy appointments for existing GLO Physio clients

Pilates sessions accessed through third-party gym memberships or booking systems are subject to the terms and conditions of that facility and are not governed by these Terms.
 

10. Chaperones

Clients may request a chaperone or bring a support person to their appointment.
Requests should be made in advance where possible. In the event of the practice not being able to offer a chaperone at that time, you will be given the option of rebooking for a new date.
 

11. Data Protection and Privacy

GLO Physio complies with the UK General Data Protection Regulation (UK GDPR).

Personal and medical data is stored securely and used solely for the purpose of providing physiotherapy services.
Further details are available in the Privacy Policy, available upon request or via the website.

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12. Complaints Procedure

If you have any concerns about your treatment, please contact GLO Physio directly in the first instance so they can be addressed promptly.

If a complaint cannot be resolved, concerns relating to professional conduct may be escalated to the Health and Care Professions Council (HCPC).

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13. Liability

GLO Physio holds appropriate professional indemnity insurance.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence.
GLO Physio is not liable for injury or loss resulting from:

• Failure to disclose relevant medical information

• Non-adherence to advice or prescribed exercises

• Use of facilities or equipment not under the control of GLO Physio
   

14. Safeguarding Policy

GLO Physiotherapy is committed to safeguarding and promoting the welfare of all service users, including children, young people, and adults at risk.

Safeguarding concerns are taken seriously and managed in line with professional standards, legal requirements, and local safeguarding procedures. Where there is concern about a person’s safety or wellbeing, appropriate action will be taken, which may include information sharing with relevant healthcare professionals or safeguarding authorities to reduce the risk of harm.

All care is delivered in a respectful, safe, and professional manner, with clear professional boundaries maintained at all times.

If you have any safeguarding concerns or would like further information, please contact us directly.

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15. Changes to These Terms

GLO Physio reserves the right to update these Terms and Conditions.
The version in force at the time of booking will apply.
 

16. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

GLO Physio