Terms

Booking and cancellation

Appointments can be booked online via Jane App or by calling 020 3004 8500. We ask for at least 24 hours' notice for any cancellation or change. Late cancellations (under 24 hours) and missed appointments are charged at the full session rate to compensate the clinician's reserved time. Repeat short-notice cancellations may result in a requirement to prepay future appointments.

Clinical scope

Physiotherapy treatments are delivered by clinicians registered with the Health and Care Professions Council (HCPC) and members of the Chartered Society of Physiotherapy (CSP). All treatments are performed following thorough musculoskeletal assessment. We reserve the right to decline any treatment where it is not clinically indicated, not in your best interest, or unsafe given your medical history. We will refer you to your GP, an A&E department, or a relevant specialist where the presentation requires care outside the scope of physiotherapy.

Insurance

We accept most major UK health insurers including Bupa, AXA Health, Vitality, Aviva, Cigna, WPA, Healix, and Simplyhealth. Pre-authorisation from your insurer is your responsibility before each appointment. Where authorisation is missing or refused, the appointment is payable by you in full at the time of treatment; we will issue a paid invoice you can submit to the insurer for reimbursement.

Consent

Verbal informed consent is obtained for every assessment and treatment. Consent covers the specific techniques to be used, expected outcomes, possible adverse responses, and agreed home-exercise programme. You may withdraw consent and end any treatment at any time without explanation.

Records and follow-up

You are entitled to a written summary of your assessment, working diagnosis, and treatment plan after every visit. Subsequent appointments include reassessment against baseline measures from your first session. Discharge happens by mutual agreement when you have the tools to manage independently — there is no expectation that you complete a fixed number of sessions.

Liability

All clinicians carry full professional indemnity insurance. Adverse responses to treatment, while uncommon, can occur — we discuss the relevant risks with you before any technique we believe carries material risk in your specific case.