Terms of Service

1. Acceptance of Terms

By accessing or using the FlexAura Home Physio platform (the “Platform”), including our website, mobile applications, and any related services, you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not use the Platform.

These Terms constitute a legally binding agreement between you (“User”, “you” or “your”) and FlexAura Home Physio UK Ltd (“FlexAura”, “we”, “us” or “our”), a company registered in England & Wales. We reserve the right to update these Terms at any time, and continued use of the Platform following any changes constitutes acceptance of those changes.

2. Description of Services

FlexAura Home Physio is an online platform that facilitates the booking of physiotherapy appointments between patients and independent, HCPC-registered physiotherapists. Our services include connecting users with qualified physiotherapists for home visits and online consultations across the United Kingdom.

Physiotherapists listed on the Platform operate as independent practitioners. FlexAura does not employ these practitioners and is not responsible for the clinical care they provide. Each physiotherapist is individually responsible for maintaining their HCPC registration, professional indemnity insurance, DBS certification, and compliance with all relevant professional standards.

3. User Accounts

To access certain features of the Platform, you may be required to create an account. When creating an account, you agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your account information to keep it accurate and complete
• Keep your login credentials confidential and not share them with any third party
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorised access to or use of your account

We reserve the right to suspend or terminate your account at our discretion if we believe you have violated these Terms, provided false information, or engaged in conduct that is harmful to other users or to the Platform.

4. Booking and Cancellation Policy

When you book an appointment through the Platform, you enter into a direct arrangement with the physiotherapist. By confirming a booking, you agree to the following terms:

Booking Confirmation

All bookings are subject to availability and confirmation by the physiotherapist. You will receive a confirmation email once your booking has been accepted. A booking is not considered confirmed until you receive this confirmation notification.

Cancellation by Patients

• Cancellations made more than 24 hours before the scheduled appointment may be rescheduled at no charge, subject to physiotherapist availability.
• Cancellations made within 24 hours of the scheduled appointment may be subject to a cancellation fee equivalent to 50% of the session cost, payable directly to the physiotherapist.
• Failure to attend a confirmed appointment without prior notice (“no-show”) may result in a charge of the full session fee.

Cancellation by Physiotherapists

In the event that a physiotherapist cancels an appointment, we will endeavour to help you find an alternative physiotherapist where possible. No cancellation fee will be charged to the patient.

5. Payment Terms

All prices displayed on the Platform are in pounds sterling (GBP) and inclusive of VAT where applicable. Payment terms differ depending on the type of appointment:

FlexAura facilitates the booking process only. All payments are made directly between the patient and the physiotherapist. Refunds or payment disputes should be resolved directly with your physiotherapist.

6. Intellectual Property

All content on the Platform, including but not limited to text, graphics, logos, icons, images, audio clips, digital downloads, and software, is the property of FlexAura Home Physio UK Ltd or its content suppliers and is protected by United Kingdom and international copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of the material on the Platform without our prior written consent, except for your personal, non-commercial use as permitted by these Terms. The FlexAura name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of FlexAura Home Physio UK Ltd. You must not use such marks without our prior written permission.

7. Limitation of Liability

To the fullest extent permitted by applicable law:

• FlexAura provides the Platform on an “as is” and “as available” basis, without warranties of any kind, whether express or implied.
• We do not guarantee that the Platform will be uninterrupted, timely, secure, or error-free.
• FlexAura shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising out of or in connection with your use of the Platform.
• We are not liable for any acts, omissions, negligence, or malpractice of any physiotherapist booked through the Platform. All clinical liability rests with the individual practitioner.
• Our total aggregate liability to you for any claims arising out of or relating to these Terms or the Platform shall not exceed the total fees paid by you to FlexAura in the 12 months preceding the claim.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

8. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms, including any question regarding their existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

9. Contact Information

If you have any questions about these Terms of Service or wish to make a complaint, please contact us using the details below: