Terms of Service

Last Updated: 28 November 2025

1. Introduction

Thank you for choosing Medella Home Physio & OT. By booking an appointment with us, you are agreeing to these terms. These terms ensure we can provide a safe, professional, and reliable service to all our patients across Hampshire, Dorset, and Wiltshire.

2. Appointments & Assessments

All initial enquiries typically begin with a free telephone consultation to ensure we are the right fit for your needs. Following this, we will schedule an Initial Assessment at your home.

3. Cancellation Policy

We understand that situations change, especially when managing health conditions. However, our therapists travel to see you and reserve specific time slots for your care.

  • Notice Period: We require at least 24 hours’ notice for any cancellation.
  • Late Cancellation Fees: Cancellations made with less than 24 hours’ notice will incur the full session fee.
  • Missed Visits: If our therapist arrives at your property and cannot gain access (e.g., you are not home or do not answer the door), the full appointment fee plus travel costs will be charged.

4. Home Environment & Safety

As we provide therapy in your own home, we require a safe environment for our staff:

  • Access: Please ensure you are available at the agreed time.
  • Pets: We love animals, but for safety and hygiene during treatment, please ensure dogs or other pets are in a separate room during the session.
  • Smoke-Free: We ask that the room used for therapy is smoke-free during the visit.
  • Zero Tolerance: We operate a zero-tolerance policy regarding abuse or aggression towards our staff. We reserve the right to terminate a session immediately if a therapist feels unsafe.

5. Travel Costs

Our listed prices typically include travel for up to a 5-mile radius from our therapist’s base location. Because we cover a wide area (including Ringwood, Bournemouth, Southampton, and Salisbury), travel beyond this distance may attract a small additional fee. This will always be agreed upon with you in advance of the booking.

6. Equipment & Aids

Should you require specialist equipment or therapeutic aids (such as walking aids or resistance bands), we are happy to source these for you. We supply these at cost price and do not charge a markup on equipment.

7. Payment Terms

We try to make payment as stress-free as possible for families:

  • Invoicing: We generally invoice monthly in arrears. You do not need to worry about cash or payment on the day of the visit.
  • Payment Methods: We accept BACS (Bank Transfer), Cheque, or secure card payments via Stripe/GoCardless on our online payment page.
  • Terms: Payment is due within 7 days of the invoice date.

8. Reports & Administrative Time

Standard administrative tasks, such as writing session notes and GP letters, are included in your session fee. However, extensive non-clinical work—such as detailed medical-legal reports or prolonged case management meetings—is chargeable. We will provide an estimate for this work upon request.

9. Feedback & Concerns

Your quality of life is our priority. If you have any feedback or concerns about your care, please contact our Clinical Director, Naomi Patrick, directly through our Contact Us page.