Terms & Conditions
Terms & Conditions
The services offered, appointment availability and applicable fees may change from time to time. Any treatment or service provided will depend on your individual needs, clinical assessment and practitioner availability.
Our website may contain general information about healthcare, treatments and wellbeing. This information is provided for general guidance only and is not a substitute for an individual assessment or appropriate professional medical advice.
You agree to provide accurate and complete information when booking an appointment and throughout your treatment.
Online bookings are subject to availability and payment requirements. A booking is considered confirmed once the booking process has been completed and any required payment has been received.
Please contact us directly if you have questions about which appointment or service is appropriate for you.
If you require an invoice, we can provide one following your appointment. Please contact us if you need an invoice or have questions about payment.
We appreciate that circumstances and priorities can change. However, we require a minimum of 24 hours’ notice if you need to cancel or reschedule an appointment.
If you cancel or reschedule your appointment with less than 24 hours’ notice, you will be charged the full price of the service as stated on our website at the time of booking. If you do not attend your appointment without prior notice, you will also be charged the full price of the service as stated on our website.
For bookings made online a payment will have been taken to secure your appointment. This payment will be transferred to another appointment for the same patient within one month of the original booking date. We are unable to issue refunds for online bookings.
Please arrive on time for your appointment as we will not be able to extend treatment times if you arrive late. If you arrive more than 15 minutes late for an appointment, it will be marked as a missed appointment and charged accordingly.
Cancellation fees cannot be billed to your insurance provider.
- Payments are required in advance for online bookings.
- All other bookings are to be paid at the time of the appointment.
- Invoices for insurance excesses and missed appointment charges are due within 7 days.
If you intend to claim the cost of your appointment through private health insurance, please check with your insurer that your chosen practitioner is covered by your policy.
Where the below terms are met, we can claim on your behalf with AXA PPP for both Physiotherapy & Osteopathy. We can claim on your behalf with BUPA for Physiotherapy; however, Osteopathy is only covered for certain practitioners.
Where we are claiming on your behalf, you must provide the following from your insurance company before your initial appointment:
- Your current membership/ policy number
- Your pre-authorisation number
- The area of body associated with the authorisation
- The number of sessions approved.
Our online booking system cannot be used for appointments being claimed through AXA or Bupa. These terms are clearly noted on our booking page, and we cannot issue refunds for appointments which you later decide to claim for. If you book an appointment online, you will be charged our private fee and you will need to claim partial reimbursement from your insurer.
You are responsible for checking your policy, cover, authorisation requirements and eligibility for claiming or reimbursement and we cannot guarantee that your insurer will reimburse the cost of your appointment.
All excesses are due within 7 days of invoice regardless of whether your insurer accepts or reimburses your claim.
We offer treatment packages for Massage Therapy services. These are sold in packages of 3 treatments and are valid for 9 months. The full package must be paid for in advance and the fee is non- refundable and non-transferable.
Packages are intended for the person and services specified at purchase unless we expressly agree otherwise.
Late cancellations changes made with less than 24 hours’ notice and missed appointments fees will be deducted from the package balance.
The Forge Clinic offers a select number of exercise and treatment-related items for purchase. These may be recommended or discussed by your practitioner during an appointment, depending on your needs and treatment plan.
Purchases of exercise and treatment-related equipment are non-refundable.
You are responsible for following any instructions or guidance provided for the safe use and care of equipment. If you are unsure whether an item is suitable for you or how to use it, please ask your practitioner before use.
Our practitioners work within the scope of their qualifications, professional competence and applicable regulatory requirements.
Treatment recommendations will be based on the information available to the practitioner and, where appropriate, an assessment of your needs and circumstances.
No clinical outcome can be guaranteed. Outcomes may vary between individuals, and you may be advised that further assessment, treatment or referral is appropriate.
Where necessary, a practitioner may decline, pause or discontinue a treatment if it is considered clinically inappropriate or unsafe. Where possible, the reasons will be explained to you, along with any appropriate next steps.
- Provide accurate and complete information relevant to your appointment and treatment.
- Inform your practitioner of relevant medical history, current symptoms, medication, allergies and any changes to your health.
- Follow appropriate pre-appointment and post-treatment guidance.
- Ask questions if you do not understand a recommendation, instruction or potential risk.
- Treat our staff and practitioners respectfully.
- Attend appointments on time and comply with our cancellation policy.
Failure to provide relevant information may affect the suitability or safety of treatment.
We handle personal information in accordance with applicable data protection and confidentiality requirements.
Information may be collected and used to manage bookings, deliver healthcare services, maintain appropriate clinical records, process payments, communicate with you and meet legal or professional obligations.
Where necessary and lawful, information may be shared with relevant practitioners, healthcare providers, insurers, service providers or regulatory bodies. We will only do so in accordance with applicable law and our privacy arrangements.
Further details about the information we collect, how it is used, how long it is retained, and your rights are set out in our Privacy Policy.
We may use, or introduce, artificial intelligence (AI)-enabled tools to support clinical documentation, note transcribing and related administrative tasks.
Where these tools are used, they are intended to support practitioners and do not replace professional clinical judgement or responsibility. Practitioners remain responsible for reviewing and approving clinical records as appropriate to their professional obligations.
Where these tools are used, they are intended to support practitioners and do not replace professional clinical judgement or responsibility. Practitioners remain responsible for reviewing and approving clinical records as appropriate to their professional obligations.
Website content is not a substitute for an individual assessment, diagnosis or treatment recommendation from a suitably qualified healthcare professional.
You must not misuse our website, attempt to gain unauthorised access to systems, interfere with website operation or use the website for unlawful purposes. We do not guarantee uninterrupted or error-free website access.
You may not reproduce, distribute, modify or commercially use this content without our prior written permission.
The clinic and our practitioners maintain professional indemnity insurance as required by their applicable professional obligations and arrangements.
Where services involve other healthcare professionals, referrals or third-party providers, the relevant professional or provider may operate under their own terms, policies and professional responsibilities.
Any third-party website links are provided for convenience. We are not responsible for the content, privacy practices or services of third-party websites that we do not control.
We welcome feedback and aim to address concerns fairly and promptly.
If you are dissatisfied with any aspect of our service, please contact us at info@theforgeclinic.com, providing details of your concern and the outcome you are seeking.
We will review your concerns in accordance with our complaints process and any applicable professional or regulatory requirements. Where relevant, we can explain the appropriate route for escalating a complaint to the practitioner’s professional regulator or other relevant body.
We reserve the right to refuse, pause or discontinue a service where there is a reasonable clinical, safety, conduct or operational reason to do so, including where treatment is not clinically appropriate or where staff are subjected to abusive or threatening behaviour.
Where appropriate, we will explain the reason and discuss alternative arrangements or referral options.
The current version will be made available through our website or on request.
22. Governing Law
For questions about these Terms and Conditions, bookings, cancellations, invoices, insurance claims, gift vouchers or equipment purchases, please contact us.