Terms of Service

Last Updated: 29 July 2025

1. Introduction

Thank you for choosing Medella Home Physio & OT (‘we’, ‘us’, ‘our’). By booking an appointment with us, you are agreeing to these terms and conditions.

2. Appointments

After you book an appointment, we will send a confirmation with the agreed date, time, and the name of the therapist who will be visiting you. If you need to change your plans, please notify us at least 24 hours in advance to avoid cancellation fees.

3. Cancellations

We require at least 24 hours’ notice for any cancellation. The following fees apply for late cancellations:

• Cancellations with less than 24 hours’ notice will incur a £30 cancellation fee.
• Cancellations on the day of the appointment will incur a £60 cancellation fee.
• If our therapist arrives at your location and the session is subsequently cancelled, the full appointment fee and any applicable travel costs will be charged.

4. Travel Costs

Our listed prices include travel for up to a 5-mile radius (10 miles round trip) from our therapist’s base. Travel beyond this distance is charged at £2.00 per mile. For example, a location 8 miles away would incur an additional travel cost of £6.00 (3 extra miles each way).

5. Equipment & Aids

Should you require specialist equipment or therapeutic aids, we are happy to source these for you at cost price. We do not charge any markup on equipment we source on your behalf.

6. Administrative Time

Standard administrative tasks such as session notes, routine emails, and brief phone calls are included in our service. However, extensive administrative tasks such as detailed report writing, case management meetings, or work for insurance purposes are chargeable at a rate of £100 per hour. We can provide an estimate for this work upon request.

7. How to Pay

Invoices are issued monthly, preferably via email. We accept payment via:

• Secure card payment on our online payment page.
• Bank Transfer (BACS)
• Cheque

8. Late Arrivals

If you are late for your scheduled appointment, we cannot guarantee the full session duration will be possible. The full fee for the originally booked appointment time may still be charged.

9. Session Duration

A standard session lasts for approximately [e.g., 60 minutes], but this can vary based on your specific therapeutic needs. Extended sessions may be available upon request and could incur additional fees.

10. Data Protection

We are committed to protecting your personal data. Our full Privacy Policy, which details how we collect, use, and protect your information, can be found on our Privacy Policy page.

11. Feedback & Concerns

Your experience is important to us. If you have any feedback, concerns, or complaints, please contact us through the form on our Contact Us page.

12. Changes to These Terms

We reserve the right to update these terms and conditions from time to time. We encourage you to check this page regularly for any changes.