1. Introduction

Who we are: Rehalign Ltd, a domiciliary neurorehabilitation physiotherapy provider.

Purpose of these Terms: to explain how our services are delivered, patient rights and responsibilities, and our obligations.

Acceptance: by booking or receiving treatment, you agree to these terms.

2. Our Services

Description: We provide domiciliary neurorehabilitation physiotherapy services including stroke recovery, traumatic brain injury rehabilitation, Parkinson's disease management, multiple sclerosis support, and other neurological conditions. Services include home visits, tailored exercise programmes, functional assessments, and ongoing rehabilitation advice.

Professional standards: All care is delivered by HCPC-registered physiotherapists with specialist training in neurological rehabilitation. We adhere to the CSP Code of Professional Values and Behaviour and maintain professional indemnity insurance.

Limitations: Our services are not a substitute for emergency or acute hospital care. We do not provide 24/7 emergency services and cannot replace urgent medical attention.

3. Eligibility

Patients must provide accurate and complete personal and medical information including current medications, medical history, and any relevant test results. We reserve the right to request additional medical information or GP referral where clinically appropriate.

For patients under 18, written consent from a parent or legal guardian is required. The guardian must be present during the initial assessment and may be required to attend subsequent sessions as appropriate.

4. Bookings & Appointments

Appointments can be requested by calling contact@rehalign.com, through our website contact form, or through our online booking form. All appointments must be confirmed at least 24 hours in advance.

Before your first session, you must complete a comprehensive health questionnaire and provide written consent to treatment. We will also require details of your GP and any relevant medical history.

You are responsible for ensuring your home provides a safe, clean, and accessible treatment space with adequate room for physiotherapy exercises (minimum 2m x 2m clear floor space).

5. Fees & Payment

Our initial assessment costs £125 and follow-up sessions cost £120. All prices are inclusive of VAT and are clearly displayed on our website for your reference.

We accept payment by card only, and all payments must be made in advance prior to any session commencing.

We will provide invoices for all sessions, and late payment may result in suspension of services until payment is received in full.

Refunds are only available if a session is cancelled with more than 24 hours notice, and all refunds will be processed within 5 working days of the cancellation request.

6. Cancellation & Missed Appointments

We require a minimum of 24 hours notice for all cancellations, and cancellations with less than 24 hours notice will be charged at the full rate.

Missed appointments without prior notice will be charged in full, and three missed appointments may result in termination of our services.

We reserve the right to cancel or reschedule appointments due to therapist illness, emergency situations, or unsafe conditions, and we will provide as much notice as possible and reschedule at no additional cost to you.

7. Patient Responsibilities

Medical Information: You must provide complete, accurate, and honest information about your medical history, current medications, allergies, previous treatments, and any changes in your condition. Withholding or providing false information may compromise your safety and treatment effectiveness.

Treatment Compliance: You are expected to follow all clinical advice, complete prescribed exercise programmes between sessions, attend scheduled appointments, and report any concerns or adverse reactions immediately. Non-compliance may affect treatment outcomes and may result in discharge from our services.

Home Environment: You must maintain a safe, clean, and hazard-free environment for physiotherapy sessions. This includes ensuring adequate space (minimum 2m x 2m), removing obstacles, securing pets, maintaining appropriate temperature, and having good lighting. Unsafe conditions may result in session cancellation.

Professional Conduct: You must treat all Rehalign staff with respect and dignity. Abusive, threatening, or inappropriate behaviour will not be tolerated and may result in immediate termination of services. This includes verbal abuse, physical threats, or harassment of any kind.

Communication: You must maintain open communication about your progress, any concerns, or changes in your condition. Failure to communicate may impact treatment planning and outcomes.

8. Confidentiality & Data Protection

Information Protection: Rehalign maintains strict confidentiality of all personal and health information in accordance with professional codes of conduct and legal requirements. All staff are bound by confidentiality agreements and professional standards.

Legal Compliance: We fully comply with UK GDPR and the Data Protection Act 2018. Our data processing activities are lawful, fair, and transparent. We maintain detailed records of all data processing activities and have implemented appropriate technical and organizational measures to protect your information.

Your Rights: You have the right to access your records, request corrections to inaccurate information, request deletion of data (subject to legal requirements), restrict processing, data portability, and object to certain processing activities. All requests will be processed within 30 days as required by law.

Data Sharing: We will only share your information with your explicit consent, except where required by law or to protect your vital interests. This may include sharing with your GP, other healthcare professionals, or emergency services when clinically necessary.

Data Security: All electronic records are encrypted and stored securely. Physical records are kept in locked cabinets. Access is restricted to authorized personnel only, and all access is logged and monitored.

9. Liability & Disclaimer

Standard of Care: Rehalign provides physiotherapy services with reasonable skill and care, delivered by qualified and registered professionals. We maintain professional indemnity insurance and adhere to all relevant professional standards and guidelines.

Treatment Outcomes: While we strive for the best possible outcomes, we cannot guarantee specific results as rehabilitation progress varies significantly between individuals. Factors such as age, severity of condition, compliance with treatment, and individual response to therapy all influence outcomes.

Limitations of Liability: We are not responsible for delays, cancellations, or service interruptions caused by circumstances beyond our reasonable control, including but not limited to: severe weather, natural disasters, therapist illness or injury, transport disruptions, equipment failure, or patient-related access issues.

Emergency Situations: Our services are not suitable for urgent or emergency medical conditions. In case of medical emergency, you should contact emergency services (999) or attend your nearest A&E department immediately. We are not a substitute for emergency medical care.

Professional Boundaries: Our liability is limited to the provision of physiotherapy services only. We are not responsible for any other aspects of your care or wellbeing outside the scope of our professional practice.

10. Safeguarding & Safety

Safeguarding Commitment: We are committed to protecting vulnerable adults and children from harm, abuse, or neglect. All staff undergo enhanced DBS checks and receive regular safeguarding training. We follow local authority safeguarding procedures and will report any concerns to appropriate authorities when necessary.

Safety Standards: We maintain the highest safety standards in all aspects of our service delivery. This includes regular risk assessments, equipment safety checks, infection control procedures, and ongoing staff training in health and safety protocols.

Right to Withdraw: We reserve the right to immediately stop treatment if we identify unsafe conditions, including but not limited to: hazardous home environments, aggressive or threatening behaviour, substance abuse affecting safety, or any situation that poses risk to staff or patient safety.

Incident Reporting: All safety incidents, near misses, or concerns are documented and reported according to our incident management procedures. We maintain records of all safety-related issues and take appropriate action to prevent recurrence.

Emergency Procedures: In case of emergency during a session, we will follow established emergency protocols, including contacting emergency services if necessary and notifying appropriate family members or carers as appropriate.

11. Complaints & Feedback

If you have any concerns or complaints, please contact us immediately at contact@rehalign.com or call us directly. We take all feedback seriously and aim to resolve issues within 5 working days.

Our complaints process: 1) Initial contact and acknowledgment within 24 hours, 2) Investigation and response within 5 working days, 3) If unresolved, escalation to senior management within 10 working days.

If you remain dissatisfied, you can escalate your complaint to the Health and Care Professions Council (HCPC) at hcpc-uk.org or the Chartered Society of Physiotherapy (CSP) at csp.org.uk.

12. Changes to Terms

Rehalign may update these Terms periodically.

Patients will be notified of significant changes (via website or email).

Continued use of services = acceptance of updated terms.

13. Governing Law

These Terms are governed by the laws of England & Wales.

Any disputes subject to the exclusive jurisdiction of the courts of England & Wales.