Our aim at SHP Health is to deliver a caring, professional and evidence-based service to our patients. Our Terms and Conditions are there to help you understand how we operate our practice. Please do ask if there is anything you would like further explained or if you have any questions about our services.
By booking, purchasing or using our services, you agree to these Terms & Conditions. Please read them before making a booking or purchase.
This agreement is between the patient/client (referred to as âyouâ, âyourâ and âclientâ) and SHP Health (referred to as âSHP Healthâ, âweâ or âusâ). Where a person as a parent, guardian or attorney arranges treatment on behalf of another under their care, they agree that they will be bound by these Terms. In these circumstances, the references in these Terms to âyouâ and âyourâ shall include, as well as the patient/client, the parent, guardian or attorney.
Please read these terms carefully. They provide the basis on which you will be provided goods and services by SHP Health, its staff, contractors and service providers.
2. Rates & payment
Our current standard physiotherapy and class rates can be found under the âAppointments & Feesâ section of our website.
2.1. Self-payment
Payment for physiotherapy services is due at the time, or on the day of treatment. We accept cash and card payments. Payment by bank transfer (BACS) is available on request.
Further information on our education and network services can be found by visiting the Professional Development page of our website.
Further information on our classes and payment options can be found by visiting the Classes page of our website.
Payment remains your responsibility at all times and where possible you will receive an invoice reminder in the event of non-payment during the session.
2.2. Health insurance cover
SHP Health is recognised by a number of major private medical insurers. Please contact us or your insurer to confirm whether SHP Health and your proposed treatment are covered under your policy.
As a service to our clients, we currently invoice insurers directly. However, we reserve the right to ask patients to settle their account directly in full at any time and claim reimbursement from their insurer. For âpay and reclaimâ policies, fees are due as for self-pay clients (see âAppointments & Feesâ section of our website). Ultimate liability and responsibility for full payment remains yours at all times.
Should you wish to use health insurance cover towards the cost of your treatment, you are required to bring the following details to SHP Health at the start of your appointment:
It is the patientâs responsibility to check the number of authorised sessions for the current course of treatment and the number of authorised sessions in total.
Failure to provide complete and accurate insurance authorisation details prior to the commencement of your course of treatment means that you will be required to pay for treatment (as per our stated fees) prior to or during each session. SHP Health is unable to obtain or confirm policy or authorisation details on your behalf; it is your responsibility to confirm your insurance cover and any potential shortfalls, excess or policy clauses that may affect cover.
Some insurers use care guidelines that may not match the professional medical opinion of our medical professionals. In some cases, this may mean that your insurer will not pay for certain elements of your care and in such cases you agree to cover the cost of your care, as per our stated Fees.
Once all authorised treatment sessions have been exhausted you will automatically be transferred onto our standard physiotherapy fees unless prior notification is provided of additional treatment authorisation. Insurers may require an update report from you or your medical professional prior to authorising additional sessions. In all instances it is your responsibility to ensure that further treatment has been authorised and the details provided to SHP Health in full prior to any further appointments. Any appointments undertaken by you without prior notification of authorisation will be charged at our standard fee rate.
This agreement is between you and SHP Health and you are ultimately responsible and liable for all payments.
2.3. Late payment & outstanding account charges
For accounts that remain outstanding for more than seven days following a clinical session, we may charge reasonable costs actually incurred in pursuing payment, where permitted by law. Failure to settle your account in full or to respond to invoice reminders may result in further recovery action.
If your insurer does not pay all or part of your treatment costs for any reason, you remain responsible for settling the outstanding balance with SHP Health. This includes amounts arising from policy excesses, treatment undertaken beyond the number of authorised sessions, did-not-attend (DNA) appointments, late cancellations or any other shortfall in insurance cover. Any outstanding balance must be paid within seven days of being notified by SHP Health.
3. Non-attendance and cancellation
Physiotherapy and massage appointments: We charge a cancellation fee of 100% of the appointment fee if you cancel within 24 hours of the appointment time or if you fail to attend without giving prior notice. Please note that insurance companies may not pay these cancellation charges and you will therefore be invoiced directly.
Pilates, Yoga or Tai Chi classes: We charge a cancellation fee of 100% of the class fee if you cancel within 24 hours of the class start time or fail to attend.
Workshops or Retreat Days: We charge a cancellation fee of 20% if cancelled within 15 days of the workshop or retreat date, rising to 100% if cancelled within 24 hours of the workshop or retreat date.
We may waive or reduce a cancellation charge in exceptional circumstances at our discretion.
4. Administrative & additional charges
We reserve the right to charge for any additional administrative time other than that which would reasonably be required to fulfil your appointment booking and payment and to communicate with your GP or medical consultant. Such administrative examples include clinical reports and handling of rejected or late payments.
5. Discharge reports
Where appropriate for your care, we may communicate relevant information with other healthcare professionals involved in your treatment. We will only share information where there is an appropriate lawful basis and in accordance with our Privacy Notice and professional obligations. Where required, we will obtain your consent before doing so.
6. Confidentiality & access to medical records
SHP Health is committed to maintaining confidentiality and protecting your personal information. Please refer to our Privacy page for full details of the personal information we collect, how we use and store it, and your rights.
You have the right to request access to your personal data, including your medical records, in accordance with UK data protection law, including the UK GDPR and Data Protection Act 2018. Requests should be made to SHP Health using the contact details provided on our website.
7. Contact details
It is important that you notify us of any changes in your contact details. We cannot be held liable should you fail to update us regarding any changes to your contact details including name, mailing address, telephone numbers or email address.
8. Your property
Clinic areas can be busy environments. Whilst we will take all reasonable care to ensure the safety of your belongings, SHP Health does not accept any responsibility for the theft or loss of, or damage to, any of your or your visitorsâ property.
9. Offers & promotions
Promotional, discounted and early-bird offers may be subject to specific cancellation, transfer and refund conditions which will be clearly stated at the time of purchase. Nothing in these Terms affects your statutory rights. Please also note that discounts are not applicable to patients using private medical insurance as a means of payment.
10. Children and young people
All our physiotherapists are DBS checked, appropriately qualified and insured to treat children and young people.
Children under the age of 16 must normally be accompanied by a parent or guardian aged 18 or over when attending our service.
Where appropriate, we will seek consent for assessment and treatment from a parent or guardian. We will also take account of the child or young personâs age, understanding and ability to make decisions about their own care.
Where a parent or guardian books or purchases services on behalf of a child, they agree to these Terms & Conditions on the childâs behalf where appropriate.
11. External links
Our website may contain links to third-party websites. These links are provided for information and convenience only. SHP Health is not responsible for the content, availability or privacy practices of third-party websites, and users should exercise appropriate caution when accessing external links.
12. Social media
SHP Health may use social media platforms to communicate general information about our services. Please do not use social media to share confidential, clinical or urgent information with us. Use of third-party social media platforms is also subject to the terms and privacy policies of those platforms.
13. Further information & external privacy policies
For further information about how SHP Health collects, uses and protects personal information, please refer to our Privacy Notice.
Where we use third-party services, such as JaneApp, Punchpass, Brevo, Google or social media platforms, their own privacy policies may also apply when you use those services.
14. Information & materials
The information and materials provided on our website are intended for general information only and are not a substitute for individual medical advice, diagnosis or treatment. While we take reasonable care to ensure that information is accurate and up to date, we cannot guarantee that all website content will always be complete, accurate or current.
It is your responsibility to ensure that any products, services or information available through our website are appropriate for your individual requirements.
Unless otherwise stated, the content and materials on this website, including its design, layout, text, graphics and other materials, are owned by or licensed to SHP Health. They may not be reproduced without permission except where permitted by law.
Nothing in these Terms excludes or limits any liability which cannot lawfully be excluded or limited.
15. Complaints procedure
If you have a complaint about SHP Health or any of our services, please put this in writing and send it to info@shphealth.co.uk.
Nothing in these Terms affects your statutory rights as a consumer.
Updated Sep 2026