Terms of Service

Last Updated: 8 September 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. Please notify us at least 24 hours in advance if you need to reschedule an appointment.

3. Cancellations

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

  • Cancellations with less than 24 hours’ notice may incur a fee.
  • If our therapist arrives at your location and the session is subsequently cancelled, the full appointment fee and any applicable travel costs may 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 chargeable and will be agreed upon in advance.

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 and routine emails are included in our service. Extensive administrative tasks such as detailed report writing or case management meetings are chargeable. 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:

8. Late Arrivals

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

9. Session Duration

A standard session typically lasts between 45 and 60 minutes, but this can vary based on specific therapeutic needs and will be confirmed at the time of booking.

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 or concerns, please contact us through 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.