Terms & Conditions

1. Definitions

1.1 Appointment means a booked appointment for physiotherapy, rehabilitation, massage, soft tissue therapy or another service provided by Coastly Women’s Physiotherapy.

1.2 Booking means your request to reserve an appointment date and time.

1.3 Services means the private physiotherapy, rehabilitation, massage, soft tissue therapy, scar support, movement support, exercise guidance and related services provided by Coastly Women’s Physiotherapy.

1.4 Initial Physiotherapy Assessment means the first physiotherapy appointment used to understand your symptoms, history, movement, goals and appropriate next steps.

1.5 Follow-up Appointment means a further appointment after an initial assessment, used for ongoing treatment, rehabilitation, massage, soft tissue therapy, exercise progression or support.

1.6 Contract means the legally binding agreement formed between you and us when your booking is confirmed.

1.7 Cancellation Policy means our cancellation and rescheduling policy, which forms part of these Terms.

1.8 Headings are for convenience only and do not affect how these Terms are interpreted.

2. About Coastly Women’s Physiotherapy

2.1 Coastly Women’s Physiotherapy provides private women’s physiotherapy services from a home-based clinic in Tynemouth.

2.2 Coastly is led by Garance, an HCPC registered Physiotherapist.

2.3 Services are provided within Garance’s professional scope of practice as a Physiotherapist.

2.4 Appointments may include physiotherapy assessment, clinical reasoning, hands-on treatment where appropriate, rehabilitation exercises, strength work, movement assessment, scar support, massage, soft tissue therapy, education and practical advice.

2.5 Services are tailored to your symptoms, history, goals, recovery stage and what is clinically appropriate on the day.

3. Formation of contract

3.1 You may request a booking through our website, by email, or by another method we agree to use.

3.2 A contract is formed only when we confirm your booking.

3.3 We may ask for health, suitability or booking information before confirming or continuing with an appointment.

3.4 We may delay, pause or decline a booking if we need further information to decide whether the appointment is appropriate or safe.

4. Nature of services

4.1 Coastly Women’s Physiotherapy provides private physiotherapy and related services for women.

4.2 Services may support pregnancy, postnatal recovery, pelvic health, musculoskeletal pain, scar recovery, movement rehabilitation, return to exercise, massage and soft tissue therapy.

4.3 An Initial Physiotherapy Assessment is usually the starting point for new physiotherapy clients.

4.4 Follow-up Appointments are used where ongoing treatment, rehab, massage, scar support, movement work or strength progression is appropriate.

4.5 Women’s Massage & Soft Tissue Therapy may be booked for hands-on support with tension, aches, recovery, scar comfort or general wellbeing. If your symptoms require a fuller clinical assessment, we may recommend an Initial Physiotherapy Assessment instead.

4.6 We will provide the Services with reasonable care and skill.

4.7 We do not guarantee a specific outcome, result, number of appointments or recovery timeline.

5. Scope of practice

5.1 Coastly Women’s Physiotherapy provides physiotherapy assessment, treatment and rehabilitation within a private practice setting.

5.2 Physiotherapy assessment may include clinical reasoning and a physiotherapy impression about likely contributing factors to your symptoms.

5.3 Physiotherapy is not a replacement for GP, midwifery, obstetric, gynaecology, consultant, surgical, emergency or NHS care where those services are needed.

5.4 We do not provide emergency medical care.

5.5 We do not prescribe or alter prescription medication.

5.6 We do not order diagnostic imaging such as MRI, X-ray or ultrasound.

5.7 We may consider medical letters, scan reports or other health information you provide, but we do not formally report diagnostic imaging.

5.8 We do not issue NHS fit notes, medical certificates, formal medico-legal reports or independent expert reports.

5.9 We do not currently provide internal pelvic examinations or internal pelvic floor treatment.

5.10 We do not provide spinal manipulation using high-velocity thrust techniques.

5.11 We do not provide acupuncture with needles or other invasive procedures.

5.12 If your symptoms appear outside the appropriate scope of physiotherapy, or if further medical assessment is needed, we may advise you to contact your GP, midwife, consultant, maternity unit, urgent care service or another appropriate healthcare professional.

6. Medical disclaimer and website information

6.1 Website content is provided for general information and education only.

6.2 Website content does not replace a personalised physiotherapy assessment, medical assessment, diagnosis or treatment plan.

6.3 You should not rely solely on website information when making decisions about your health.

6.4 If symptoms are severe, worsening, unusual or worrying, you should seek appropriate medical advice.

6.5 Our full Medical Disclaimer applies to website content, social media content and general educational information.

7. Health information and suitability

7.1 You must provide accurate and complete information about your health, symptoms, pregnancy status, postnatal status, medical history, injuries, surgeries, medications and anything else relevant to your appointment.

7.2 You must tell us before or during an appointment if your health has changed or if new symptoms have appeared.

7.3 Before your first appointment, you may be asked to complete a health intake form.

7.4 Providing accurate and complete information is a condition of us providing Services safely.

7.5 If you withhold relevant information, we may be unable to provide Services or may need to stop an appointment.

7.6 If you have been advised by a healthcare professional to avoid exercise, manual therapy, massage, physiotherapy treatment or physical activity, you must tell us before booking or attending.

7.7 We may require medical clearance before proceeding where this is clinically appropriate.

8. Consent and comfort

8.1 Your consent will be sought before assessment or treatment.

8.2 You can ask questions at any time.

8.3 You can pause or stop any part of an appointment at any time.

8.4 Hands-on treatment, massage, scar work or soft tissue techniques are only provided where appropriate and with your consent.

8.5 You only need to uncover the area being assessed or treated, and only where you are comfortable doing so.

8.6 Appointments are professional healthcare appointments. Any sexual, suggestive, threatening, abusive or inappropriate behaviour will result in the appointment ending immediately, and future bookings may be declined.

9. Client responsibilities

9.1 You agree to take part in appointments honestly, respectfully and safely.

9.2 You must tell us immediately if you feel unwell, dizzy, faint, unusually short of breath, in severe pain, or experience unexpected symptoms during an appointment.

9.3 You are responsible for following advice, exercises or guidance safely and within your own capacity.

9.4 You should stop any exercise or activity that causes concerning symptoms and seek appropriate advice.

9.5 If you have symptoms of a contagious illness, including fever, vomiting, diarrhoea, a new infectious rash or another illness that may affect safety, you must tell us as soon as possible so the appointment can be rescheduled.

10. Emergencies and urgent symptoms

10.1 If you are experiencing a medical emergency, call 999 or attend Accident & Emergency immediately.

10.2 Do not use our website, social media, booking system, email or WhatsApp in place of emergency medical care.

10.3 Seek urgent medical help if you experience symptoms such as chest pain, difficulty breathing, loss of consciousness, sudden weakness, sudden numbness, facial drooping, confusion, severe headache, vision changes, heavy or unexpected bleeding during pregnancy or after birth, sudden or severe pelvic or abdominal pain, calf pain with swelling or redness, signs of infection, or loss of bladder or bowel control with saddle numbness.

10.4 This list is not exhaustive. If something feels urgent or worrying, seek medical help.

11. If you become unwell during an appointment

11.1 If you become unwell during an appointment, or if we reasonably believe urgent medical support may be needed, we may stop the appointment immediately.

11.2 We may call 999 and provide your location and relevant information to emergency services where needed.

11.3 If you have provided an emergency contact, we may contact them where reasonable and necessary.

11.4 This is consistent with our Privacy Policy, including use of information where necessary to protect vital interests.

12. Conduct, safety and right to end an appointment

12.1 We may end an appointment immediately if you behave in a way that is threatening, abusive, inappropriate, unsafe or in breach of these Terms.

12.2 We may also stop or pause an appointment if we believe it is not safe or appropriate to continue.

12.3 If an appointment is ended because of your conduct, the full appointment fee remains payable.

12.4 We may decline future bookings where reasonably necessary for safety, professional boundaries, repeated non-attendance, repeated late cancellations, unpaid fees or clinical suitability.

12.5 We will not refuse bookings or end Services on the basis of any protected characteristic.

13. Babies and accompanying persons

13.1 Pre-crawling babies are welcome at most appointments.

13.2 Please tell us when booking if you plan to bring your baby so the appointment can be set up safely.

13.3 You remain responsible for your baby’s safety, supervision and welfare at all times.

13.4 The appointment may pause where needed for feeding, changing or settling.

13.5 No other accompanying person may attend unless agreed in advance.

13.6 If an accompanying person makes it unsafe or impractical to continue, we may pause, shorten or end the appointment. The full fee may still remain payable.

14. Location and access

14.1 Appointments take place at our private home clinic in Tynemouth unless agreed otherwise in writing.

14.2 The clinic address is provided after booking confirmation.

14.3 You must not attend the premises without a confirmed booking.

14.4 The clinic is in a residential setting.

14.5 Appointments are held on the second floor with stair access. Please tell us about accessibility needs before booking.

14.6 Street parking is available nearby, but parking cannot be guaranteed.

14.7 We do not provide home visits unless specifically arranged in advance.

15. Home clinic rules

15.1 Please arrive no more than 5 minutes before your appointment time.

15.2 We do not operate a public waiting area.

15.3 If you arrive early, you may be asked to wait outside.

15.4 If you arrive late, your appointment may still need to finish at the scheduled end time. The full fee remains payable.

15.5 Toilet access is available on request.

15.6 Please keep belongings with you. We are not responsible for loss, theft or damage to belongings except where caused by our negligence.

15.7 The premises are smoke-free.

15.8 You must not attend under the influence of alcohol or drugs.

15.9 You must not photograph, film, record or disclose identifying details about the home clinic or premises.

15.10 There may be normal household sounds elsewhere in the property.

15.11 If you have allergies, including pet allergies, you must tell us before booking so we can confirm suitability.

16. Bookings, cancellations and rescheduling

16.1 Booking, cancellation, rescheduling and cancellation charges are governed by our Cancellation Policy.

16.2 The Cancellation Policy forms part of these Terms.

16.3 Notice of cancellation or rescheduling is treated as given when it is received by us, not when it is sent.

16.4 We may reschedule an appointment where necessary due to illness, emergency, severe weather, access issues or events outside our reasonable control.

16.5 If we need to reschedule, we will offer an alternative time or date.

16.6 If you have prepaid for an appointment that we need to reschedule and you cannot attend the alternative time, we will refund that appointment fee.

17. Fees and payment

17.1 Appointment fees are as displayed on our website or confirmed at booking.

17.2 Prices are stated in pounds sterling.

17.3 We are not VAT-registered and no VAT is charged on Services.

17.4 Payment is normally made in person on the day of your appointment.

17.5 Payment is due immediately after the appointment and before you leave the clinic, unless we agree otherwise.

17.6 We accept card, cash or bank transfer.

17.7 For bank transfer payments, payment must be made within 24 hours of the appointment unless agreed otherwise.

17.8 Payment by bank transfer is treated as made when cleared funds are received.

17.9 We do not usually take deposits unless agreed for a specific booking or package.

17.10 We may decline future bookings until outstanding sums are paid.

17.11 We may recover reasonable and proportionate costs incurred in pursuing overdue payments.

18. Packages and block bookings

18.1 Where a package or block of appointments is purchased, the package price and expiry period will be shown on the website or confirmed at booking.

18.2 Packages are for your personal use only and cannot be transferred to another person.

18.3 Package appointments must usually be used within 6 months of purchase unless agreed otherwise in writing.

18.4 Unused package appointments after the expiry date will not be refunded unless required by law.

18.5 If we become permanently unable to provide the remaining appointments in a package through no fault of yours, we will refund the proportionate value of unused appointments.

19. Consumer distance booking cancellation

19.1 If you book online, by email or otherwise at a distance, you may have a 14-day statutory cancellation right under the Consumer Contracts Regulations.

19.2 The 14-day cancellation period begins the day after your booking is confirmed.

19.3 If you ask us to provide Services within that 14-day period, you are making an express request for early provision of the Services.

19.4 If the appointment is fully provided during the 14-day cancellation period, you may lose the right to cancel once the Services have been completed.

19.5 If you cancel after Services have started but before they are completed, you may be required to pay for the proportion of Services already provided, as permitted by law.

19.6 Details of how to cancel and any model cancellation form are set out in the Cancellation Policy.

20. Liability

20.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence.

20.2 Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us when the contract was formed.

20.3 Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights under the Consumer Rights Act 2015.

20.4 We are not responsible for losses that are not foreseeable.

20.5 We are not responsible for losses caused by events outside our reasonable control.

20.6 We are not responsible for injury, loss or damage caused by inaccurate or incomplete information you provide, failure to follow safety guidance, failure to disclose relevant health information, or actions taken outside the scope of advice given.

20.7 We hold professional indemnity and public liability insurance appropriate to the Services we provide. Details are available on request.

21. No guarantee of results

21.1 Physiotherapy, rehabilitation, massage and soft tissue therapy can support recovery, comfort, strength and confidence, but results vary between individuals.

21.2 We do not guarantee that you will achieve a specific outcome.

21.3 We do not guarantee that symptoms will fully resolve.

21.4 Outcomes may depend on your symptoms, health history, recovery stage, lifestyle, consistency with advice, and other individual factors.

22. Privacy and data protection

22.1 We handle personal data in accordance with applicable data protection law, including the UK GDPR and the Data Protection Act 2018.

22.2 Our Privacy Policy explains how we collect, use, store and protect your information.

22.3 Health information you provide is special category personal data.

22.4 We process health information where necessary to provide Services safely, manage bookings and payments, maintain clinical records, meet legal or regulatory obligations, and protect vital interests where needed.

22.5 If you exercise data protection rights in a way that means we cannot access information needed to provide Services safely, we may be unable to provide future appointments.

22.6 Adult clinical records are retained for at least 8 years from your last appointment, unless a longer period is required by law, insurance, professional guidance or another legitimate reason.

22.7 You may request access to, correction of, restriction of, or deletion of personal data, subject to legal, clinical and regulatory record-keeping obligations.

22.8 Data protection requests should be sent to legal@coastly.co.uk.

23. Safeguarding and confidentiality

23.1 We are committed to safeguarding the welfare of Clients and others.

23.2 Information shared during appointments is treated confidentially, subject to legal, safeguarding and professional obligations.

23.3 We may share relevant information with appropriate authorities or services where we reasonably believe there is a risk of serious harm, safeguarding concern, emergency, legal obligation or another lawful reason to do so.

24. Photography and recording

24.1 You must not photograph, film or record any appointment or any part of the home clinic without prior written consent.

24.2 We will not photograph or record you without your explicit consent.

24.3 If you consent to photographs, videos or testimonials being used for marketing, you may withdraw that consent in writing.

24.4 Where consent is withdrawn, we will remove the relevant material within a reasonable period where reasonably practicable, subject to any legal or technical limitations.

25. Testimonials and reviews

25.1 If you provide a testimonial, review or written feedback and consent to its use, we may publish it on our website, social media or marketing materials.

25.2 You may request removal of a testimonial or feedback by contacting us in writing.

25.3 We may respond publicly to reviews left on third-party platforms.

25.4 Any public response will be professional and will not disclose your personal or health information.

26. Intellectual property

26.1 Any exercise plans, handouts, written guidance, documents, resources or other materials we create and provide remain our intellectual property.

26.2 You may use those materials for your own personal use only.

26.3 You must not copy, share, publish, sell, distribute or use them commercially without prior written consent.

27. Complaints

27.1 If you wish to make a complaint, please email legal@coastly.co.uk with your name, appointment date and details of the issue.

27.2 We will acknowledge your complaint within 5 working days.

27.3 We aim to respond in full within 28 days.

27.4 We will try to resolve complaints fairly and professionally.

27.5 If your concern relates to professional conduct or fitness to practise, you may also have the right to contact the HCPC. This does not prevent you from raising the issue with us first.

27.6 If we cannot resolve a complaint through our internal process, we will tell you whether we agree to use Alternative Dispute Resolution and, where required, provide details of a suitable provider.

28. Changes to Services or Terms

28.1 We may update Services, prices, booking processes or these Terms from time to time.

28.2 The version of the Terms in force at the time your booking is confirmed applies to that booking, unless we agree otherwise in writing.

28.3 If we make material changes that affect an existing booking, we will tell you where reasonably practical.

29. General

29.1 We are not liable for delay or failure to perform caused by events outside our reasonable control, including illness, emergencies, severe weather, access restrictions, power failure, internet failure or other unexpected events.

29.2 No third party has rights under these Terms under the Contracts (Rights of Third Parties) Act 1999.

29.3 If any part of these Terms is found to be invalid or unenforceable, the rest of the Terms remain in force.

29.4 A failure or delay to enforce a right does not mean that right has been waived.

29.5 These Terms, together with your booking confirmation, Cancellation Policy, Privacy Policy and any documents referenced in these Terms, form the agreement between you and us.

29.6 These Terms are written in English. If any translation is provided, the English version will apply if there is any inconsistency.

29.7 These Terms are governed by the laws of England and Wales.

29.8 The courts of England and Wales have exclusive jurisdiction over any dispute arising from or connected with these Terms.