Terms & Conditions

Last updated 10th November 2023


Cancellation is considered an appointment cancelled when notice of cancellation is given more than 48 hours prior to the appointment.

Late Cancellation is considered an appointment cancelled when notice of cancellation is given within 48 hours of the scheduled appointment.

No-Show is considered an appointment that has not been cancelled and the client did not show up to the appointment.

Outstanding Payment is considered any payment that has not been made in full by the date stated on the invoice.

Late Payment is considered any payment made after the date stated in the invoice.

Overdue amount is considered the amount that has not been paid by the due date.

Cancellation and No-Shows

Clients must provide 48 hours notice prior to the scheduled appointment if they wish to cancel.

In the event of a late cancellation, cancellation fees must be paid. The cancellation fee is 100% of the appointment fee.

If an alternative appointment is booked at the time of a late cancellation, clients will only be charged 50% of the appointment fee.

In the event of a no-show, 100% of the appointment fee must be paid.

Fees will be issued as a supplementary fee invoice to the client and are to be paid in full on the day of the invoice date.

If a client has purchased an appointment pack whereby appointment fees have been paid in advance, then in the event of a late cancellation or no-show, the appointment will continue to be deducted from the pack

Overdue and late payments for invoices sent for late cancellations or no-shows are subject to the payment terms detailed below.

In the case of extenuating circumstances, it is the Practice Manager / Clinician / Business Owner’s discretion to determine whether a late cancellation/ no-show fee will be charged.

Payment Terms & Insurance

Initial assessments (first appointment) and Footscan Analysis must be paid in full at the time of booking. The appointment is not considered booked until payment has been made.

Payment for an Initial Assessment or Footscan Analysis can be made online through the Client Portal on our website (most major UK cards accepted), over the phone with credit/debit card, or by bank transfer.

All other appointments must be paid in full, at the latest, on the day of the appointment. Payment can be made with credit/debit card, cash, bank transfer or online through the Client Portal.

Any payments made outside of the time scale stated are considered late payments. Evolution-Physio reserves the right to charge interest on the overdue amount from the date payment is due at a rate of 8% per annum which will accrue daily until late payment has been made in full.

Outstanding payment by day 50 will result in a County Court Claim against the client or their parent/guardian (if under 18) to recover this debt. If the case goes to court, the client or their parent/guardian (if under 18) shall be liable for all costs.

Appointment packs must be paid for in full on the date of the first session used from the pack to obtain savings by purchasing a pack. If the pack is not paid for in full, the normal payment rates shall apply.

Phits Orthotics can be paid for in full on the day of sale by cash, bank transfer or debit/credit card. For Phits Orthotics only, there is the option of paying a deposit and the remainder by direct debit instalment. Clients should discuss this with their practitioner at the point of sale.

Clients with a Cash Plan Medical/Health Insurance Policy are required to pay appointment fees in full. We will then issue an invoice receipt which you can then submit to your insurance company to claim the costs back.

Evolution-Physio is a registered provider for certain Private Medical/Health insurance companies. Clients with a Private Medical/Health Insurance Policy must check with Evolution-Physio to see if we are a registered provider for their insurance company.

It is the responsibility of the client to check if they have a cash plan or private medical/health insurance policy. It is the client’s responsibility to check the terms of their policy and if there are any restrictions or limits to their policy in respect to Physiotherapy.

If Evolution-Physio is a registered provider for the insurance company a client wishes to use, a client must provide us with their full insurance details when they register, otherwise the client will need to pay the full cost of the appointment on the day. Evolution-Physio will invoice the insurance company direct. The details clients must provide Evolution-Physio with are:

  • Provider e.g. Aviva
  • Policy / Membership number
  • Authorisation code
  • Expiry date of authorisation
  • Maximum treatment budget/appointments
  • Value of personal policy excess

Insurance companies will not cover the cost of late cancellations or no-shows; therefore, the client will be liable for these costs in full and will be sent an invoice.

Most insurance companies will cover the cost of the equivalent of one 30 minute appointment per day. A client will therefore usually only be able to book 30 minute appointments if they wish to use their insurance. There may be exceptions to this depending on the insurance company. Please check with us if you wish to use your insurance.

Initial Assessments for self-paying clients, or clients that claim their appointment fees back with their Insurance Cash Plan, are 60 minute appointments and will include advice and/or treatment in this appointment. Initial Assessments that will be paid for directly by the insurance provider will be 30 minute appointments and an assessment only (no treatment within this appointment). This is because most insurance companies will only cover the cost of the equivalent of one 30 minute appointment per day.

Exceptions to the payment terms shall be at the discretion of the Practice Manager/ Business Owner.

Consent & Confidentiality

Evolution-Physio requires client consent to collect, store and utilise personal information for the purposes of contacting clients and providing physiotherapy services in accordance with the relevant privacy legislation and any other legal requirements that may apply. We have to process this personal information to fulfil our Legal Obligation, which requires us to maintain complete records relating to the healthcare services we supply to clients.

If a client does not consent, they must understand that the service Evolution-Physio can offer will be limited.

Evolution-Physio is committed to maintaining strict confidentiality. This means that when accessing or utilising client information it is only if it is necessary and legally permissible.

Data Protection

Evolution-Physio adheres to General Data Protection Regulation (GDPR). We are registered with the Information Commissioner’s Office (ICO) under the Data Protection Act 2018. The security and privacy of client’s data is our top priority. We manage all patient data through Power Diary. Power Diary is ISO 27001-certified practice management software and strictly adheres to privacy regulations GDPR (UK & EU). Power Diary is externally audited on an annual basis to maintain ISO 27001 status, which we believe is essential for the protection of health data. Choosing software that meets the highest standards for information security management is part of our commitment to our clients.

If a client chooses to store their credit/debit card details when an online payment is made, please note these details are stored with Stripe and not with Power Diary. Evolution-Physio does not have access to these details. Please see their Privacy Policy for more information. https://stripe.com/gb/privacy.

For certain products, such as Phits Orthotics, Evolution-Physio may offer a direct debit plan. In such cases, payment details will be stored with Go Cardless and not with Evolution-Physio. Please see their Privacy Policy for more information. https://gocardless.com/privacy/payers.

Evolution-Physio uses VALD Performance Technology to collect data on exercise tests. This data is stored in the VALD Hub which complies with GDPR. Please see their Privacy Policy. https://valdperformance.com/privacy-policy.

Evolution-Physio uses Materialise Footscan and Phits Online Management System to conduct Footscan Analysis and design and order Phits Orthotics. The data stored on these systems complies with GDPR. Please see their Privacy Policy. https://www.materialise.com/en/data-privacy-notice