Terms of Service

Thank you for choosing Medella Home Physio & OT ("we", "us", "our"). 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.

These services are provided by Medella Home Physio & OT Ltd (Company No. 16340488), registered at 22 Fairlie, Ringwood, Hampshire, BH24 1TS.

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.

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.

The first 5 miles of one-way driving distance from the therapist's home postcode to your visit postcode are included. Travel beyond this is charged at £2 per additional mile. Any travel charge will be agreed with you in advance of the booking.

Private travel calculator

Our authorised team uses a private calculator to compare postcode-based driving estimates. It does not confirm therapist availability, clinical suitability, an appointment or an agreed charge. Routes and distances may differ from the eventual journey. We confirm the destination, assigned therapist and total charge before booking; optional rounded figures in the calculator do not change the tariff automatically. Searches using a postcode district, town or road give provisional estimates to a representative point. The full visit postcode or address must be confirmed before a travel charge is agreed.

Google Maps features in the calculator are subject to the Google Maps/Google Earth Additional Terms of Service. These provider terms apply alongside the information on this page. Postcode lookup is provided by Postcodes.io. Our privacy notice for the calculator explains the data shared with these services.

We don't sell equipment. We tell you what to buy and where, and can order small aids for you at cost. We do not supply wheelchairs. Small aids are items such as walking aids or resistance bands, and we do not charge a markup on them.

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: Card (Stripe) or Direct Debit (GoCardless) through our online payment page, bank transfer, cheque, or by phone.
• Terms: Payment is due within 7 days of the invoice date.

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.

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.

This attribution applies to the coverage maps on this site.

Contains OS data © Crown copyright and database right 2026. Contains Royal Mail data © Royal Mail copyright and database right 2026. Source: Office for National Statistics licensed under the Open Government Licence v3.0. Postcode district shapes are approximate.

The photographs of local places on our town pages are used under open licences, have been cropped and resized, and the cropped versions are offered under the same licence as their originals.

• Barton-on-Sea: The cliff top at Barton on Sea by Steve Daniels, CC BY-SA 2.0, cropped and resized.
• Blandford Forum: Bridge over the River Stour, Blandford by Ian Andrews, CC BY-SA 2.0, cropped and resized.
• Bournemouth: Bournemouth Pier by Jonathan Hutchins, CC BY-SA 2.0, cropped and resized.
• Brockenhurst: Ford at Brockenhurst, Hampshire, England by ITookSomePhotos, CC BY-SA 4.0, cropped and resized.
• Chandler's Ford: The Church of St Edward the Confessor at Chandlers Ford by Peter Wood, CC BY-SA 2.0, cropped and resized.
• Christchurch: Christchurch Priory and Parish Church by Robert Stocks, CC BY-SA 3.0, cropped and resized.
• Fareham: Fareham Creek (2016) by Barry Shimmon, CC BY-SA 2.0, cropped and resized.
• Fordingbridge: River Avon and bridge at Fordingbridge by Wellington, Public domain, cropped and resized.
• Highcliffe: Beach at Highcliffe, Dorset, England (3) by ITookSomePhotos, CC BY-SA 4.0, cropped and resized.
• Lymington: Lymington: The Quay and Lymington River by Michael Garlick, CC BY-SA 2.0, cropped and resized.
• Lyndhurst: Bolton's Bench, Lyndhurst, Hampshire by Wintonian, CC BY-SA 4.0, cropped and resized.
• New Forest: New Forest Ponies by Peter Trimming, CC BY-SA 2.0, cropped and resized.
• Poole: Poole Quay by Peter Trimming, CC BY-SA 2.0, cropped and resized.
• Ringwood: St Peter and St Paul's Church, Market Place, Ringwood (NHLE Code 1094964) (June 2022) (4) by Hassocks5489, CC0 1.0, cropped and resized.
• Romsey: Abbey Church of St Mary and St Ethelflaeda, Church Place, Romsey (NHLE Code 1092649) (September 2019) (4) by Hassocks5489, CC0 1.0, cropped and resized.
• South Hampshire: Hamble Viaduct, Bursledon by Jacob Evans, CC BY-SA 2.0, cropped and resized.
• Southampton: Southampton Town Walls, western town wall alongside Western Esplanade by Rob Woodward, Public domain, cropped and resized.
• Totton: Eling Tide Mill and causeway by Tim Heaton, CC BY-SA 2.0, cropped and resized.
• West Dorset: Lyme Regis : The Cobb by Lewis Clarke, CC BY-SA 2.0, cropped and resized.
• Wimborne: 1119573 II BRIDGE OVER RIVER ALLEN, EAST STREET Wimborne Minster 20250827 0001 by Tilman2007, CC BY-SA 4.0, cropped and resized.