Terms of Service
Clear information about booking home visits, cancellations, travel, payment and what you can expect from us.
Introduction
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.
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.
Cancellation Policy
We understand that plans can change. Please give us at least 48 hours' notice if you need to cancel or reschedule.
- 48 hours or more: no cancellation fee.
- 24 hours to less than 48 hours: £30.
- Less than 24 hours, or a missed appointment: £60. This includes being unavailable or our therapist being unable to gain access for the appointment.
If our therapist has already travelled towards or to your appointment, reasonable travel costs already incurred are also chargeable at the rate agreed when booking. There is no travel charge if no travel has taken place, and we do not charge twice for the same cost.
We consider unexpected illness, hospital admission and other exceptional circumstances individually, and may reduce or waive a charge. We also reduce charges where filling the appointment or other savings reduce our loss. There is no cancellation charge if we cancel your appointment.
Contact your therapist directly or call us as soon as you need to cancel or reschedule.
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.
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.
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.
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.
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.
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.