Definitions and interpretation
“Agreement” or “Terms” means these terms and conditions of business pertaining to the Services provided.
“Patient” or “you” means the person to whom the Services are provided.
“Clinic” or “we” or “us” means Coles Injury and Rehab Clinics, 185 Mayne Road, Hanford, Stoke on Trent, ST4 4QZ
“Practitioners” are the professionals who deliver the Services at the Clinic’s premises.
“Services” or “Treatment” means the clinical services to be provided under the Agreement which include osteopathy, physiotherapy, sports therapy, massage, shockwave therapy, cupping and acupuncture.
1. Your agreement with the Clinic
These Terms and Conditions form the basis of the Agreement between you and the Clinic. By registering with the Clinic, you agree to be bound by these Terms.
The Clinic may update this Agreement from time to time. This Agreement was last reviewed on 01-09-2024.
2. Clinic service standards
The Clinic Practitioners are all suitably qualified to ensure that you receive high quality and appropriate treatment, advice and Patient treatment.
Practitioners involved in providing your treatment are independent Practitioners and are not employees of the Clinic. Accordingly, your Practitioner will be responsible for the treatment he/she gives you, and other than in relation to obligations under the Privacy Policy, the Clinic will not be liable for any act or omission of a Practitioner (nor partnership that employs or engages the Practitioners). Any Practitioner’s fees relating to your treatment will be charged to you on behalf of the Practitioner.
3. Booking an appointment, rescheduling and cancellations
3.1 Booking an appointment
Appointments can be booked online, in person, by telephone or by email. Our reception open hours are Monday to Friday 9am until 5pm. We are usually closed on bank holidays and during seasonal holidays.
3.2 Cancelling or rescheduling an appointment
Appointments can be cancelled or rescheduled up to 24 hours before the appointment time. This can be done either via the link in your appointment confirmation email or by telephoning the Clinic. Cancellations must not be made directly with the Practitioner.
3.3 Late cancellations and missed appointments
Where less than 24 hours’ notice is given to reschedule or cancel a booking, or you do not attend an appointment, then you agree to pay the full appointment fee. This charge will be waived where the appointment is re-booked by another Patient.
The charge will be issued via an invoice and you agree to make full payment to the Clinic within 7 days of the date of that invoice. Failure to pay within 7 days may result in court action.
The Clinic reserves the right to refuse further appointments to Patients who have cancelled with less than 24 hours’ notice or who have failed to attend an appointment.
3.4 Appointment confirmations and reminders
Where a valid email address and mobile phone number has been provided by the Patient, our booking system will send an email confirming the time and date of your appointment.
The system will also send an appointment reminder by email 2 days before your appointment and a text 1 day before your appointment (this may not be possible if the appointment is booked at short notice). Please ensure that we have your up-to-date contact details for this purpose. However, it remains your responsibility to remember your appointment. Failure to attend will incur the full appointment fee.
3.5 Rescheduling due to staff illness or absence
In exceptional circumstances we may need to change the time and/or date of your appointment. We will endeavour to give you as much notice as possible of this but in unforeseen circumstances we may be forced to reschedule your appointment at short notice. No discounts will be offered in these circumstances.
4. New Patient registration
4.1 Registering as a new patient
Patients must be registered with the Clinic before attending an appointment. Registration can be completed over the phone or a registration request will be sent to you within the appointment confirmation email or as a request for information by text. If you do not complete this information before attending an appointment, you will be asked to do so during your appointment.
4.2 Registering a child
At the Clinic a child is defined as anyone under the age of 16 years old. All children must be registered by their parent or guardian and must be accompanied by a parent or guardian during their treatment.
Where a parent or guardian signs a Consent Form on behalf of a child under the age of 16 who is under their care they agree that they will be bound by these Terms even if that child breaches, or is not bound by, any part of these Terms. In these circumstances, the references in these Terms to “you” and “your” shall include, as well as the child, the parent or guardian of such child in so far as such references relate to any obligation to pay for any appointments/fees provided by the Clinic to that child.
When registering a child, the parent/guardian consents to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, and understand that we do not have to seek consent if there are serious concerns about harm or likely harm to their child/children.
5. Attending the Clinic
We recommend arriving a few minutes before your appointment subject to the time of your appointment as detailed in Section 5.1.
5.1 Accessing the clinic
During the daytime the Clinic door is usually open and accessible. However, on occasion and in the evenings and at weekends, the door is locked for the safety and comfort of our Patients and Practitioners. In this instance, please ring the doorbell on arrival and your Practitioner will be with you as soon as they finish with their current Patient.
5.2 Late running of patients
We understand that sometimes Patients are late. If you arrive late, you may receive treatment for the remainder of your appointment time but you agree to pay the full cost of the treatment. If you arrive more than 10 minutes late for your appointment, the Clinic will reschedule the appointment for another time and you will be charged a missed appointment fee.
5.3 Late running of practitioners
The Clinic will endeavour to ensure that Patient appointments run on time however on occasion there may be a short delay. We are unable to notify you in advance of your appointment of any such delays. This will not affect your treatment time.
5.4 Conduct
Please be respectful to our other Patients, our Practitioners and administrators. We will refuse treatment to any Patient that behaves in a discourteous, aggressive or hostile way either in person, over the telephone or via electronic communication.
5.5 Theft, loss or damage to your property
While we will take all reasonable care to ensure the safety of your belongings, the Clinic does not accept any responsibility for the theft or loss of, or damage to, any of your or your accompanying visitors’ property. We would strongly advise that you do not bring valuable personal belongings into the Clinic with you.
6. Your clinical appointment
6.1 Appropriate treatment
Your Practitioner will assess whether treatment is suitable for you prior to any treatment being carried out.
If treatment is appropriate, your Practitioner will provide such treatment according to your needs and preferences. Your treatment may be accompanied by advice about how to manage your condition and help prevent recurrence. It may be necessary to involve or refer you to other healthcare professionals such as your GP or other Practitioners.
If treatment is not appropriate, we will inform you as to the reasons why. Our practitioners are not obliged to treat you if they deem treatment is not appropriate for any reason and the Clinic reserves the right to decline Patients for treatment. Any such decisions would usually be based on ensuring the safety of our Patients or Practitioners, however such decisions will be made at our sole discretion.
6.2 Consent
Your Practitioner will explain your diagnosis and the appropriate treatment options available to you, and obtain your consent before starting treatment. Your Practitioner may recommend future treatment and where possible will indicate how many future treatments you might need. You are under no obligation to book further treatments.
Please note that it is your responsibility to ensure that the agreed treatment plan accurately reflects your wishes as discussed with your Practitioner in relation to your treatment. You may withdraw your consent to treatment at any time.
6.3 Chaperones
All Patients have the right to a chaperone, or third person, who accompanies them during their consultation and/or treatment. This may be a relative or friend of the Patient or, with prior agreement, a suitable person from the Clinic. All chaperones will be noted in the Patient notes.
A chaperone is always required when either the Patient is a child (16 years of age or under) or is an adult who lacks capacity.
6.4 Risk of injury
Our Practitioners will do their best to ensure a satisfactory outcome to your treatment but no clinical procedure is entirely risk-free and the results of any particular treatment cannot be guaranteed.
If you have any concerns or queries you should discuss these with your Practitioner.
Your Practitioner will be open and honest with you should anything go wrong while they are caring for you.
6.5 Liability
Your Practitioner will be responsible for the treatment he/she gives you.
It is your responsibility to ensure that you provide the Clinic and your Practitioner with all relevant medical details prior to each treatment. Neither the Clinic nor your Practitioner will be liable for any damage that occurs as a result of your failure to disclose such details.
It is your responsibility to comply with all instructions and/or recommendations given by, or on behalf of, your Practitioner regarding the treatment of a treated area. Neither the Clinic nor your Practitioner will be liable for any damage that occurs as a result of your failure to comply with your given instructions.
Nothing in these Terms shall exclude or limit Practitioner liability for death or any personal injury resulting from Practitioner negligence.
The Clinic will not be liable in contract, tort or otherwise for any economic loss (including, without limitation, loss of profit), or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any treatment and/or products and/or services to the Patient.
7. Fees and payment
7.1 Appointment fees
Appointment fees, as published on the website, will be payable in full for your appointment. Our fees may increase from time to time.
7.2 Methods of payment
Payment can be made via cash, online bank transfer or by gift voucher. We do not accept cheques. The Clinic is entitled to collect and receive fees on behalf of the Practitioners.
7.3 Gift vouchers
Gift vouchers are valid for twelve months from the date they are issued. The date of expiry is included on each gift voucher. We will not accept gift vouchers that have been defaced or tampered with in any way.
7.3 Timing of payment
We may ask new Patients for full payment in advance to secure any booking. This payment is non-refundable but may be transferred to a future treatment or used for any cancellation charges that apply.
Subject to the above or any alternative arrangements agreed with the Clinic in advance, appointment fees are due and payable by you immediately following each appointment. The total amount must be paid in full and is non-refundable. If you do not pay in full on the day of your treatment, we will not accept further bookings until any outstanding amounts have been paid in full.
7.4 Patients with cashback healthcare plans
If you have a healthcare cash plan with a private cash-back scheme you will need to pay for each treatment and claim back the cost yourself. A receipt can be provided for this purpose. We recommend that you check with your insurer before receiving treatment that the Practitioner is covered by your scheme.
7.5 Patients with private medical insurance
The Clinic does not currently accept payment of appointment fees via private medical insurance. Where you intend to make a claim using private medical insurance, you agree to pay the full appointment fee to the Clinic at the time of your appointment and seek reimbursement from your insurer. We recommend that you check with your insurer before receiving treatment that the Practitioner is covered by your scheme and that they will reimburse you. A receipt can be provided for this purpose.
7.6 Third party payers
At its discretion, the Clinic may accept payment by a third party, such as an employer, provided this has been agreed in advance of the appointment.
7.7 Refunds
We do not offer a refund for treatments unless we acknowledge that the service received was below the professional standard we strive to achieve.
7.8 Receipts
The Clinic will happily provide an email receipt on request. Please e-mail info@colestherapy.com to request a receipt.
8. Data handling, privacy and disclosure
8.1 Patient confidentiality
We respect the confidentiality of all of our Patients. We treat all information that you provide to us as confidential and, subject to the terms of our Privacy Policy, will not disclose any such information to any person outside of the Clinic without your express consent unless required by law or where we believe there to be a risk to a childs welfare (see Section 8.5).
In the interests of privacy for all of our Patients we also request that you keep confidential any information that you acquire during your visits to our Clinic including the identity of other Patients that you may meet in our common areas.
8.2 Data protection
We will process your personal data in accordance with our Privacy Policy. This policy describes that the Clinic and your Practitioner will ensure your personal details and health records will be kept strictly confidential.
By completing and signing the Consent Form within the Patient registration or by explicitly agreeing to the Privacy Policy when booking online, you agree to the processing of your personal data in accordance with our Privacy Policy. You may amend your preferences at any time.
8.3 Keeping your details up to date
It is important that you keep us updated of any changes in your contact details and medical information. Where we have not been informed of any change of contact details or medical circumstance the Clinic cannot be held responsible for any consequences arising as a result of this.
8.4 Requesting access to your medical records
You are entitled to request all or part of your Patient records. You will not be charged for this service.
All requests must be in the form of a Data Subject Access Request with accompanying identifying documentation. The Clinic will make available copies of notes within 30 days of receiving a written request from a Patient or nominated representative.
8.5 Safeguarding
The Clinic fully recognises the contribution it can make to promote the welfare of children and protect them from harm. protecting children from harm and supporting and promoting the welfare of all children.
All parents and carers will sign a consent form at their child’s registration with the Clinic. By signing this they consent to us sharing information with the relevant authorities if we have concerns about the welfare of their child/children, but that we do not have to seek consent If there are serious concerns about harm or likely harm to their child/children.
9. Complaints
9.1 Your right to complain
We strive to meet the expectations of our customers however if you are unhappy with the standard of care that you receive we recognise that it may be important for you to make a complaint. We take all complaints seriously and any complaint will be properly investigated and appropriate action taken.
9.2 Our complaints procedure
If you have a complaint about the service you have received, please raise your complaint with the Clinic Manager either by telephone or in writing to info@colestherapy.com. We aim to respond to all complaints within 14 days but will notify you if for any reason this is not possible.
10. Other terms
10.1 Changes in applicable law
You acknowledge and accept that Applicable Law may change and prevent The Clinic from providing certain treatments. If The Clinic becomes aware that such a change has occurred and the change has an effect on your treatment, The Clinic will contact you to inform you of this and its consequences.
10.2 Assignment
The Clinic may transfer and assign your Agreement to any person who acquires all or substantially all of the assets of The Clinic.
The Clinic may assign or sub-contract its obligations or rights under this Agreement to a competent third party in whole or in part.
10.3 Third party rights
Except for you and The Clinic or any insurer or third party to the extent agreed by The Clinic, no person will have any rights under or in connection with these Terms.
10.4 Law and the courts
These Terms are governed by and shall be construed in accordance with English law and the courts of England and Wales shall have non-exclusive jurisdiction.
10.5 Warranties and representations
Each party warrants and represents that, as at the date of this Agreement, it has full capacity and authority to enter into this Agreement. If requested, the Clinic may help the Patient to choose medical services or other Services but the Clinic does not provide any warranties that such Treatment or Services will be fit for the Client’s purpose and assessment and selection of the Services remains the Client’s ultimate responsibility. No statement, description, information, condition or recommendation contained in any Clinic catalogue, price list, website, advertisement or communication or made verbally by representatives of the Clinic shall be construed to vary in any way any of the Terms of this Agreement. All other warranties (express or implied) are hereby excluded to maximum extent permitted by applicable law.
10.6 Modifications and additional terms
The Clinic reserves the right to modify these Terms and Conditions without prior notice.
10.7 Force majeure
The Clinic shall be entitled to delay or cancel the delivery of Treatment or Services or to reduce the amount of Services delivered if it is prevented from or hindered in or delayed in the provision of Services through any circumstances beyond its reasonable control including strike, lock-out, accident, war, government action, national emergency, act of terrorism, protest, riot, civil commotion, explosion, flood, epidemic, fire.
