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Terms and Conditions

The following terms and conditions are set out to ensure we can provide quality care and rehabilitation to all our patients. By using the services provided by the clinic, the client agrees to these terms and conditions.

Medical Services

Our medical services will be provided by a qualified physiotherapist and sports massage therapist who is registered with the Health and Care Professions Council and Chartered Society of Physiotherapists and will examine and treat their clients in line with the Chartered Society of Physiotherapy's code of practice.  Consent will always sought prior to any assessment or treatment. All proposed assessments and treatments will be explained, including what is involved and any potential risks and harms. The client may decline any assessments or treatments proposed. 

Any individual may book an appointment regardless of age, gender, ethnicity, creed, or disability.

Responses to physiotherapy treatments can vary widely between different people, therefore we cannot guarantee what your response will be to a specific treatment, nor does it guarantee that the treatment will help resolve the condition that you are seeking treatment for.  There is a possibility that the treatment may result in aggravation of existing symptoms and may cause pain or injury.

Cancellation Policy​

No-shows, late arrivals, and cancellations inconvenience not only our clinicians, but our other patients as well. Please be aware of our policy regarding missed appointments as detailed below.

If cancellation or reschedule is necessary, we require that you call at least 24 hours in advance. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.

A cancellation is considered late when the appointment is cancelled less than 24 hours before the appointed time. A no-show is when a patient misses an appointment without cancelling. In these cases the client will be required to pay the full price of the appointment. Failure to do so may result in the provider ceasing provision of future services


For refunds of products purchased, the product must be returned (unopened, unused and not damaged) within 14 days of purchase with proof of purchase.

Packages are non-refundable.


Medical Insurance Policies

If your private medical insurance is providing payment, please contact your insurer before your first  appointment to ensure you meet the terms of your policy.

The procedures of insurance companies differ and some require the policyholder/patient to obtain a GP referral before they grant authorisation to commence treatment. Most private medical insurers cover physiotherapy but other treatments such as sports massage may not be covered. Please check the terms of your policy with your insurer.

Please be aware that insurance authorisation may not be granted retrospectively, and your insurance company may refuse to cover the costs of appointments. In this case physiomcmurray will request the client covers these appointments by self payment.     

We need you to provide us with the following information prior to your first appointment:

  1. Name of insurance company

  2. Policy or Membership number

  3. Claim reference/Authorisation code for this course of treatment

  4. Which part of the body (eg left shoulder, lower back, etc)

  5. Number of sessions/budget authorised

  6. State if your policy has any excess. 

Once we have your authorisation details we can invoice at the fee agreed by physiomcmurray with your insurer.   Until we receive the authorisation details we will invoice at our standard rates and you may be liable for the costs.

Some insurance policies do not cover the full fees for treatment.  Your insurance company may inform us that the invoices are your liability, for example, due to excess, shortfall, benefit limit exceeded. In this case, we will ask you to settle the balance.

If you have any questions relating to your private medical insurance please contact your insurance company.


Every client has the right to raise a complaint about the care they recieved at physiomcmurray.  We understand that we may not always get things right and by providing feedback we maybe able to impvove our services to future users. 

An acknowledgement of the complaint will be written within 3 working days and a formal response to the complaint will be provided within 30 days of reciept of the complaint. 

If for any reason you do not want to contact us in regards to a complaint, or you are not happy with the outcome of a complaint, then you can request the Health and Care Professions Council investigate on your behalf:


Service and complaints manager: 020 7840 9708


The Health and Care Professions Council

Park House

184 Kennington Road


SE11 4BU 

physiomcmurray is committed to rectify areas that may cause concern or dissatisfaction for our clients.


For clients under the age of 16, a parent or legal guardian will need to provide consent on the clients behalf, and will also need to be present during all appointments.

In any circumstances where its unclear whether a patient lacks capacity then a medical documentation determining capacity needs to be provided before consent for assessment and treatment can be gained.

Offers and Promotions​

All offers and promotions can only be used by the person purchesing the item and cannot be shared between individuals​.  Offers and promotions cannot be exchanged for cash.  

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