R3 Physiotherapy – Terms & Conditions

Last updated: 25 Oct 2026

1. About us and these terms

1.1 These terms apply to every appointment, Subscription, Package, product and digital download you buy from R3 Physiotherapy, and to your use of r3physiotherapy.com. By booking, subscribing, buying or using the website you agree to them. Please read Sections 3 and 4 carefully: they cover cancellations, missed sessions and the rules on unused Plan and Package Sessions.

1.2 R3 Physiotherapy is a trading name of R3 Physiotherapy Limited, a company registered in England and Wales under company number 10165426, whose registered office is 124 City Road, London, EC1V 2NX. Contact us at rj@r3physiotherapy.com or 07723 559803.

1.3 Our physiotherapists are registered with the Health and Care Professions Council (HCPC) and are members of the Chartered Society of Physiotherapy.

1.4 In these terms:

• “We”, “us”, “our” means R3 Physiotherapy.
• “You”, “your” means the person booking or receiving our services, or buying from us. Where a parent, guardian or another person books for someone else, they accept these terms on that person’s behalf.
• “Session” means any appointment with us, including physiotherapy, personal training, dietitian, psychotherapy, scanning, laser therapy and home visits.
• “Subscription” or “Plan” means a monthly subscription, such as the Silver Plan Plus, that includes a set number of Sessions in each Billing Period and renews automatically.
• “Package” means a set number of Sessions bought with a single one-off payment. This includes our Resilient, Revitalise, Relieved, Renew and RX3 wellness plans, and any other multi-Session package (for example, 6 Sessions). Packages are not Subscriptions.
• “Billing Period” means each monthly period you are billed for under a Subscription, starting on your start date.
• “Working day” means Monday to Friday, excluding bank holidays in England.

2. Appointments and bookings

2.1 Bookings can be made online, by phone, text or email. A booking is confirmed only when we send you a confirmation.

2.2 We may ask for full or part payment, or card details, to secure a booking. Pay-as-you-go Sessions must be paid in full at or before the Session unless we have agreed otherwise in writing.

2.3 Session lengths are as stated when you book. Sessions start and finish at the booked time.

2.4 We will try to give you your preferred clinician, but we may need to allocate another suitably qualified clinician. This does not entitle you to cancel without charge or to a refund.

2.5 You must give us accurate contact details and keep them up to date. Reminders are a courtesy only; you remain responsible for remembering your appointments.

3. Cancellations, rescheduling and missed appointments (48-hour policy)

3.1 To cancel or move a Session without charge, you must tell us at least 48 hours before the start time by email, text or phone call. The 48 hours run continuously, including evenings, weekends and bank holidays. For example, to cancel a Monday 10am Session you must contact us by Saturday 10am. A message left on voicemail, sent by text or sent by email counts from the time we receive it.

3.2 Late cancellations. A cancellation or change made less than 48 hours before the start time is a late cancellation:

• Pay-as-you-go Sessions: you will be charged 50% of the Session fee.
• Plan and Package Sessions: the Session is treated as used and will be deducted from your allowance. It will not be rebooked, refunded or carried over.

3.3 Missed appointments (no-shows). If you do not attend, or we cannot carry out the Session because you are unavailable, we cannot access the property, or we are turned away:

• Pay-as-you-go Sessions: you will be charged the full Session fee.
• Plan and Package Sessions: the Session is treated as used and is lost. It cannot be rebooked, carried over to another month or refunded.

3.4 Lateness. If you arrive late, your Session will still finish at the booked time and the full fee (or a full Plan Session) applies. If you are more than 15 minutes late, we may treat the Session as missed under 3.3.

3.5 Moving a Session counts as a cancellation. Rescheduling with less than 48 hours’ notice is treated as a late cancellation.

3.6 If we cancel. If we cancel or move a Session, you will not be charged. We will offer a new appointment as soon as possible. For Plan Sessions, if we cannot offer a replacement within the same Billing Period, the Session will be added to your next Billing Period (this is the only exception to the no carry-over rule in 4.4). If your Plan has ended or you have cancelled it, we will refund the value of that Session instead.

3.7 Discretion. We may, at our sole discretion, waive a charge in genuinely exceptional circumstances (for example, a hospital admission or bereavement), and we may ask for reasonable evidence. Waiving a charge once does not mean we will do so again.

3.8 Late cancellation and no-show charges reflect the time we reserved for you and could not offer to anyone else. They are not a penalty. We may take these charges from the card or payment method held on your account.

4. Monthly Subscriptions and prepaid Packages

Before you subscribe, please note the key points: your Plan renews and is charged automatically each Billing Period until you cancel; there is a minimum term; Sessions not used within a Billing Period are lost and do not carry over; and our 48-hour cancellation policy applies to every Plan Session.

What you get

4.1 Each Plan includes the Sessions and services described on its product page at the time you subscribe. Unless the product page says otherwise, each Plan includes one Session per Billing Period.

4.2 Your Plan is for you only. Sessions cannot be shared, transferred, gifted, sold or exchanged for cash, products or other services.

Payment and renewal

4.3 Plan fees are paid monthly in advance by recurring card payment (or another method we accept), starting on the day you subscribe. Your Plan then renews automatically, and you will be charged on the same date each month (or the last day of the month if that date does not exist), until it is cancelled under 4.9 to 4.12. Prepaid Packages are covered separately in 4.20 to 4.26.

No carry-over

4.4 Your Session must be booked and attended within the Billing Period it belongs to. If you do not use it in that month, for any reason, it is lost. It will not be carried over to the following month, refunded or credited, and it has no cash value. This includes Sessions missed without notice or cancelled late. The only time a Session moves to a later month is when we cancel it ourselves (see 3.6).

4.5 It is your responsibility to book your Sessions in good time. We recommend booking your Sessions for the whole month at the start of each Billing Period. Lack of available slots late in a Billing Period, where you have not booked earlier, does not entitle you to a carry-over or refund.

4.6 Late cancellations and missed Sessions count as used (see 3.2 and 3.3).

Pausing

4.7 If you cannot attend because of illness, injury, surgery or pregnancy, you may ask to pause your Plan for up to 2 months, once in any 12-month period. We may ask for a medical note. Pauses must be requested in advance and start from your next billing date; they cannot be backdated. During a pause you are not charged and no Sessions are included, and any minimum term is extended by the length of the pause. Any other pause is at our discretion.

Minimum term

4.8 Each Plan has a minimum term of [3] months from your start date, unless the product page states a different term. You agree to pay for the whole minimum term. If you cancel during the minimum term, the remaining payments for the minimum term remain due, unless 4.11 applies or you are cancelling within the 14-day cooling-off period (Section 5).

Cancelling your Plan

4.9 After the minimum term, you can cancel at any time by email to rj@r3physiotherapy.com [or through your online account]. We will confirm your cancellation in writing. If you do not receive our confirmation within 2 working days, please contact us again.

4.10 Cancellation takes effect at the end of the Billing Period in which we receive your notice, as long as we receive it at least 7 days before your next billing date. If we receive it later, one further monthly payment will be taken and your Plan will end at the end of that Billing Period. You can use your remaining Sessions until your Plan ends. No refund is given for a partly used Billing Period.

4.11 You may end your Plan early, without paying the rest of a minimum term, if: (a) your treating clinician confirms that continuing would not be clinically appropriate for you; or (b) we increase the price or materially reduce what your Plan includes (see 4.15). In these cases we will refund any Sessions you have paid for but not used.

Failed or missed payments

4.12 If a payment fails, we will tell you and try again. If payment is still not made within 7 days, we may suspend your bookings until all amounts owed are paid. Sessions that expire during a suspension are not carried over. If payment has not been made within 14 days, we may end your Plan by notice. You will still owe all unpaid amounts, including the rest of any minimum term.

4.13 You must keep your payment details up to date. Please do not cancel your recurring payment with your bank or card provider instead of cancelling with us: doing so does not cancel your Plan, and any payments still due under these terms will remain owed.

Changes to your Plan

4.14 You may upgrade to a higher Plan at any time; the new fee applies from your next billing date. Downgrades take effect from your next billing date after the minimum term has ended.

4.15 We may change Plan prices or contents. We will give you at least 30 days’ notice by email before a price increase or any change that reduces what your Plan includes. If you do not agree, you may cancel before the change takes effect without any further notice period or minimum-term charge.

4.16 We may withdraw a Plan from sale at any time. If we stop a Plan you already have, we will give you at least 30 days’ notice and either move you to a comparable Plan (if you agree) or end it and refund any Sessions paid for but not used.

When we may end your Plan

4.17 We may end your Plan immediately by notice if you seriously or repeatedly break these terms, behave in a way covered by 7.6, or miss 3 or more Sessions without notice within any 3-month period. Fees already paid will not be refunded, except for any Sessions we cancelled.

4.18 If, in our clinical judgement, a Plan is no longer suitable or safe for you, we may end it by notice and will refund any Sessions paid for but not used.

Reminders

4.19 We will email you a reminder before your Plan renews for a further minimum or fixed term, and at least once every 6 months while it continues on a rolling monthly basis, setting out what you pay and how to cancel.

Prepaid session Packages

4.20 Packages are paid for in full up front and do not renew automatically. The one-Session-per-month rule in 4.4 applies only to Plans, not to Packages.

4.21 A Package is designed as a continuous course of treatment. You should attend regularly, as your clinician recommends, and there must be no gap of more than 3 months between Sessions (or between buying the Package and your first Session).

4.22 If there is a gap of more than 3 months, your condition is likely to have changed and your original treatment plan may no longer apply. Your remaining Sessions are then no longer automatically available. We will decide, at our discretion and case by case, how they may be used. For example, we may require a new assessment (charged separately or deducted from your remaining Sessions), apply the remaining Sessions to a new treatment plan, or ask you to buy a new Package. Remaining Sessions are not refunded.

4.23 In any event, all Package Sessions expire [12] months after the date of purchase. Unused Sessions are then lost and are not refunded.

4.24 Our 48-hour policy in Section 3 applies to Package Sessions. A late cancellation or missed Session is deducted from your Package.

4.25 Packages are personal to you. They cannot be shared, transferred or exchanged for cash.

4.26 Outside the 14-day cooling-off period (Section 5), Packages are non-refundable, except where your treating clinician confirms that continuing would not be clinically appropriate, or we are unable to provide your remaining Sessions. In those cases we will refund the price paid less the Sessions already used, charged at our standard pay-as-you-go price.

5. Your 14-day right to cancel (cooling-off)

5.1 If you buy a Plan, a course of Sessions or a product online, by phone or by email (rather than in person at our clinic), you have a legal right to cancel within 14 days without giving a reason. For services and Plans, the 14 days start on the day we confirm your purchase. For physical products, they start on the day you receive the goods.

5.2 To cancel, tell us clearly in writing (email is fine) within the 14 days. You may use the model cancellation form available on request, but you do not have to.

5.3 If you ask us to start Sessions within the 14 days, you agree that you must pay for the Sessions you have used (and any you have late-cancelled or missed under Section 3) if you then cancel. We will deduct their value, at our standard pay-as-you-go price, from your refund. If all the services you bought have been fully provided within the 14 days, you will no longer have the right to cancel.

5.4 We will refund what is due within 14 days of your cancellation (for goods, within 14 days of receiving them back or proof of return), using the payment method you used.

5.5 This right does not apply to purchases made in person at our premises, but this does not affect your other legal rights.

6. Payments, insurance and disputes

6.1 All prices are in pounds sterling and include any VAT that applies. The price you pay is the price shown when you book or subscribe.

6.2 When paying online you may use our third-party payment providers, including Stripe, PayPal and Klarna. Their own terms also apply to your payment. Pay-later options may not be available for subscriptions.

6.3 By subscribing or booking, you authorise us to charge the payment method held on your account for recurring Plan fees and for any late cancellation or no-show charges due under these terms.

6.4 Insurance. If you are claiming through a health insurer (such as Bupa, WPA, Simplyhealth, Medicash or Proclaim Care), it is your responsibility to check your cover and obtain any authorisation code before your first Session. You are responsible for any excess, any shortfall, any Session your insurer will not pay for, and all late cancellation and no-show charges. Unless we confirm otherwise in writing, Subscriptions and Packages are not billed to insurers.

6.5 Disputes and chargebacks. If you think you have been charged incorrectly, please contact us first so we can put it right quickly. If you raise a chargeback for a charge that was properly due under these terms, we may suspend your bookings and Plan, and recover the amount owed together with our reasonable costs of recovery.

6.6 We may charge reasonable costs we incur in recovering unpaid amounts.

7. Your health, consent and conduct

7.1 Medical information. You must give us complete and accurate information about your health, medication, injuries and medical history before your first Session, and tell us promptly about any changes, including pregnancy. We rely on this information to treat you safely.

7.2 Consent. We will explain proposed treatment and ask for your consent. You may decline or stop any treatment at any time. Our clinicians may decline or stop treatment if, in their professional judgement, it is not appropriate or safe, and may refer you to your GP or another professional.

7.3 No guaranteed outcome. We provide our services with reasonable care and skill, but results vary from person to person and we cannot guarantee any particular outcome. Exercises and advice must be followed as instructed; tell us immediately if anything causes pain or concern.

7.4 Not an emergency service. If you have a medical emergency, call 999 or go to A&E.

7.5 Under 18s. Clients under 18 must have consent from a parent or guardian, who must attend or be contactable during Sessions. The parent or guardian is responsible for payment and for these terms.

7.6 Conduct. We do not tolerate abusive, threatening, discriminatory or inappropriate behaviour towards our staff or other clients, or attending under the influence of alcohol or drugs. We may end the Session (charged in full, or counted as used for Plan Sessions) and refuse future services.

7.7 Home visits. For Sessions at your home or another location, you must provide safe access, a suitable clear space, and secure any pets. If our clinician considers the environment unsafe, they may leave, and the Session will be treated as missed under 3.3. Travel charges, if any, are shown when you book.

7.8 Chaperones. You may bring a chaperone to any Session, or ask us to provide one with reasonable notice.

8. Products and digital downloads

8.1 Change of mind. We do not offer refunds or exchanges for change of mind or incorrect purchases, except where the law gives you a right to cancel (see 8.2 and Section 5).

8.2 Physical products and hardcopy books bought online may be returned within 14 days of delivery under Section 5. Items must be unused and in their original condition, and you pay the cost of return unless the item is faulty. For hygiene reasons, sealed items (such as braces, supports or tape) cannot be returned once the seal is broken, unless faulty.

8.3 Digital downloads (including eBooks). When you buy a digital download, you agree that it is supplied immediately and you acknowledge that you lose your right to cancel once the download starts. We do not give refunds for compatibility issues; please check the format and device requirements before purchase.

8.4 Faulty items. Nothing in this section affects your legal rights if a product or download is faulty, not as described or not fit for purpose. Contact us and we will repair, replace or refund as the law requires.

8.5 Delivery times are estimates. Risk in physical goods passes to you on delivery.

9. Using our website

9.1 Content. Information on r3physiotherapy.com, including blog posts and videos, is general information only and is not a substitute for a personal assessment. We try to keep it accurate but do not guarantee that it is complete, up to date or that the website will always be available.

9.2 Intellectual property. We or our licensors own all content on the website, including text, images, videos, eBooks, exercise programmes and logos. You may view and print pages for your own personal use. You must not copy, republish, sell, share or redistribute our content, or frame our pages, without our written permission.

9.3 Links. You may link to our home page in a way that is fair and lawful and does not suggest any association with or endorsement by us. We may ask you to remove a link at any time. We are not responsible for the content of websites we link to.

9.4 Cookies. We use cookies as described in our Privacy Policy.

10. Our liability to you

10.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. Nothing in these terms affects your statutory rights as a consumer.

10.2 Subject to 10.1, we are not liable for losses that were not reasonably foreseeable, or for any business losses (including loss of profit, earnings or business opportunity).

10.3 Subject to 10.1, our total liability to you in connection with any service, Plan or product is limited to the amount you paid us for it in the 12 months before the event giving rise to the claim.

10.4 We hold professional indemnity and public liability insurance appropriate to our services.

11. Your personal information

11.1 We handle your personal and health information in line with UK data protection law and our Privacy Policy. Clinical records are kept confidential and retained for the periods required by our professional bodies.

12. Complaints

12.1 If you are unhappy with any aspect of our service, please contact rj@r3physiotherapy.com. We will acknowledge your complaint within 5 working days and aim to respond in full within 20 working days.

12.2 If you remain unhappy with a clinician’s professional conduct, you may contact the Health and Care Professions Council.

13. Changes to these terms

13.1 We may update these terms from time to time, for example to reflect changes in the law or our services. The version on our website when you book or buy applies to that booking or purchase. For active Plans, we will give you at least 30 days’ notice by email of any change that affects you, and you may cancel under 4.15 if the change is to your disadvantage.

14. General

14.1 If any part of these terms is found to be unenforceable, the rest will remain in force.

14.2 If we do not enforce a right straight away, we can still enforce it later.

14.3 You may not transfer your rights under these terms to anyone else. We may transfer ours to another organisation if this does not reduce your rights.

14.4 These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of the country where you live.