Patient terms and conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of the Book a Physio platform ("Platform") as a patient or service user ("you", "Patient"). The Platform is operated by [entity name to be confirmed], a company registered in Ireland ("Company", "we", "us").

By registering for an account and using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Platform.

2. What Book a Physio is

Book a Physio is an online marketplace that connects you with independent, CORU registered physiotherapists ("Physiotherapists"). The Platform provides the technology infrastructure for browsing physiotherapist profiles, booking sessions, making payments, and joining video sessions.

It is important that you understand and acknowledge the following: [entity name to be confirmed] is a technology platform provider. We are not a healthcare provider, clinic, or medical practice. Physiotherapists listed on the Platform are independent practitioners. They are not employees, agents, or representatives of [entity name to be confirmed]. [entity name to be confirmed] does not provide, supervise, direct, or control the clinical services delivered by Physiotherapists. The therapeutic relationship is between you and the Physiotherapist you choose. [entity name to be confirmed] is not a party to that relationship.

3. Eligibility: adults only

To use the Platform, you must be 18 years of age or over and you must be booking for yourself. This Platform is for adults booking their own care. You may not use it to book a session for another person, including a child, and no part of this service is intended for anyone under 18.

We collect your date of birth when you create an account, so that this is enforced and not merely stated. Where we find that a booking has been made by or for a person under 18, we may cancel that booking and refund it in full.

You must provide accurate and complete information during registration and keep your account details up to date.

4. Physiotherapist qualifications

[entity name to be confirmed] requires every Physiotherapist on the Platform to be registered with CORU as a physiotherapist, and to hold valid professional indemnity insurance covering online and telehealth physiotherapy. The title physiotherapist is protected in Ireland: nobody may use it unless they are on the register kept by the Physiotherapists Registration Board.

You acknowledge that [entity name to be confirmed] verifies a Physiotherapist's registration and insurance at the point of registration but does not provide ongoing clinical supervision or quality assurance of individual sessions. It is your right and responsibility to satisfy yourself that a Physiotherapist is suitable for your needs before booking a session. You may check any Physiotherapist's registration independently on the public register at www.coru.ie.

[entity name to be confirmed] reserves the right to periodically re-verify the registration status and professional indemnity insurance of Physiotherapists listed on the Platform. However, [entity name to be confirmed] does not provide ongoing clinical supervision or continuous monitoring of credentials between verification checks.

5. Bookings and sessions

When you book a session through the Platform, you are entering into a direct arrangement with the Physiotherapist for the provision of physiotherapy services. [entity name to be confirmed] facilitates the booking and payment process but is not a party to the service agreement between you and the Physiotherapist.

A session can be booked no less than 6 hours and no more than 6 weeks ahead.

Sessions take place by video, in a private room on the Platform that you open from your booking. The room is run by our video provider. You are responsible for ensuring you have a stable internet connection, a device with a camera and microphone, and a quiet, private environment with enough space to move for your session.

A booking, and the link to its session, are personal to your account and to the Physiotherapist you booked. They cannot be shared or transferred. Nobody else may attend or take part in your session. There is no exception to this, including by agreement with your Physiotherapist.

6. Payments

All payments are processed securely through Stripe at the time of booking. By making a payment, you agree to Stripe's terms of service.

The session fee displayed on the Platform is the total amount you pay. This includes the Physiotherapist's fee and the Platform's service charge. You will not be charged any additional fees by [entity name to be confirmed] beyond the displayed amount.

We take payment at the time of booking and hold it. We release the Physiotherapist's fee to them only after the time of your session has passed. The fee is released if the session took place, if you did not attend it, or if you cancelled it within 24 hours of the start, because in each of those cases no refund is due under section 7. If a session is refunded under section 7, your refund is processed without the Physiotherapist's fee having been released.

Each paid session has a receipt, which you can view and print from your booking's page in your account, and which is linked from your booking confirmation email. It shows your Physiotherapist's name and CORU registration number, the date, time and length of the session, the amount paid and any refund. You may be able to use it for a health insurance claim where your policy allows. Whether you can claim, and how much, depends on your own policy and circumstances, and it is your responsibility to check your insurer's requirements.

Book a Physio does not provide support for health insurance claims beyond providing the receipt described above. It is solely your responsibility to verify your insurer's requirements, coverage, and claims procedures. We do not give tax or insurance advice.

Session packs

Instead of a single session, you may buy a pack of sessions with one Physiotherapist, chosen when you buy it: 5 sessions for EUR 260 (EUR 52 a session), or 10 sessions for EUR 495 (EUR 49.50 a session). A single session costs EUR 55. You pay for the whole pack when you buy it, and its first session is booked at the same time. You book its other sessions from your account, with no further payment.

A pack is for your own treatment. Packs are not sold, offered or marketed as gifts. You can use a pack's sessions for 6 months from the day you pay for it, and each session must take place before then. Any session not used by that date expires and is not refunded. This expiry is shown beside the pack's price before you pay. We email you 30 days and 7 days before your pack expires while it still has sessions left. Single sessions do not expire.

If your pack's Physiotherapist is suspended, removed or otherwise can no longer take sessions while your pack has sessions left, you may book those sessions with any other Physiotherapist on the Platform at the same price a session, or ask us to refund the sessions you have not used at the pack's price a session, with no fee.

A pack has one receipt, for the pack. It shows what you paid for the pack, its price a session and how many of its sessions you have used, and each session's booking page links to it.

7. Cancellations, refunds, and no-show policy

7.1 Patient cancellations

If you need to cancel a booking: more than 24 hours before the session, you will receive a full refund; within 24 hours of the session, no refund is available.

7.2 Patient no-show

If you have not joined the session within 15 minutes of the start time, the session counts as a no-show. Your Physiotherapist may leave, and no refund is available.

Whether a session took place is decided from the record of who joined the video room. Where that record is unclear, a person at Book a Physio decides.

7.3 Physiotherapist cancellations

If your Physiotherapist cancels a session, you will receive a full refund regardless of when the cancellation is made. We apologise for any inconvenience. You can rebook with the same or a different Physiotherapist from your dashboard.

7.4 If your Physiotherapist cannot take the session

If your Physiotherapist is suspended, including because their insurance has lapsed, or otherwise cannot take a session you have booked, we will move the booking to another available Physiotherapist at the same time where we can, and tell you. Your payment moves with the booking. You may decline the move and receive a full refund. If no other Physiotherapist is available at that time, we will refund you in full and suggest another time and Physiotherapist.

Where a session was moved only because your Physiotherapist's insurance lapsed, and their insurance is restored before the session, the booking goes back to them and we will tell you.

7.5 Moving a booking

You may move a booking once, free of charge, if you ask more than 24 hours before the session. After that, the booking can only be cancelled under section 7.1.

Once a booking has been moved, the 24 hour rule in section 7.1 runs against the new time. If you move a session to a time less than 24 hours away, it can no longer be cancelled for a refund, and you will be told so before you confirm the move.

A move made by your Physiotherapist or by us does not use up your one move.

7.6 Refund processing

All refunds are processed via Stripe and typically take 5 to 10 business days to appear in your original payment method. You will receive email confirmation of any refund with the amount and expected timeframe.

7.7 Sessions from a pack, and cancelling a pack

A session from a pack follows the rules in sections 7.1 to 7.5, with one difference: where those rules would refund a session, the session goes back to your pack instead, for you to book again. So a session you cancel more than 24 hours before it starts goes back to your pack, as does one your Physiotherapist cancels or does not attend. A session you cancel within 24 hours of its start, or do not join, is used.

You can cancel a pack at any time before it expires, while it has sessions left. The sessions you have used are then charged at the single session price of EUR 55, and we refund the rest of what you paid, less one cancellation fee of EUR 10. The fee is a fixed amount, never a percentage. Any session from the pack booked for more than 24 hours ahead is cancelled with the pack; one booked within 24 hours counts as used. If the sessions you have used, at the single price, and the fee come to or exceed what you paid, there is nothing to refund and the pack's remaining sessions stay yours to book until it expires. We check each pack refund before it is sent.

8. Limitation of liability and disclaimer

This is an important clause. Please read it carefully.

[entity name to be confirmed] provides the Platform as a technology service to connect you with independent Physiotherapists. To the maximum extent permitted by Irish law: [entity name to be confirmed] is not liable for the quality, safety, outcome, or suitability of any physiotherapy services provided through the Platform. [entity name to be confirmed] does not guarantee that physiotherapy will achieve any particular outcome or result. [entity name to be confirmed] is not liable for any clinical advice, diagnosis, or treatment plan provided by a Physiotherapist. [entity name to be confirmed] is not liable for any act, omission, negligence, or misconduct of any Physiotherapist. [entity name to be confirmed] is not liable for any indirect, incidental, consequential, or special damages arising from your use of the Platform or any physiotherapy services obtained through it. [entity name to be confirmed] is not liable for any loss of data, unauthorised access to your account, or security breaches, to the fullest extent permitted by Irish law. You are responsible for maintaining the security of your login credentials. [entity name to be confirmed] is not responsible for the availability, performance, or functionality of third-party services used in connection with the Platform, including but not limited to our video provider (video calls) and Stripe (payment processing). Any issues arising from these third-party services are governed by their respective terms of service.

The Platform is provided on an "as is" and "as available" basis. [entity name to be confirmed] does not warrant that the Platform will be uninterrupted, error-free, or free from viruses or other harmful components.

Nothing in these Terms excludes or limits [entity name to be confirmed]'s liability for death or personal injury caused by its own negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under Irish law.

9. Complaints

Clinical complaints relating to the quality of physiotherapy should be directed to the Physiotherapist in the first instance, and if unresolved, to CORU (www.coru.ie) as the relevant regulatory body. Complaints about the Platform (bookings, payments, technical issues) should be directed to [entity name to be confirmed] at hello@bookaphysio.ie.

[entity name to be confirmed] will investigate platform-related complaints and respond within 14 business days. However, [entity name to be confirmed] cannot adjudicate on clinical matters, which fall within the jurisdiction of CORU and the relevant professional regulatory framework.

In the case of serious complaints regarding a Physiotherapist's conduct, clinical practice, or patient safety, we ask that you also notify [entity name to be confirmed] at hello@bookaphysio.ie. This allows us to monitor patterns and take appropriate action, including suspension or removal of a Physiotherapist from the Platform where necessary.

10. Your responsibilities

As a user of the Platform, you agree to provide accurate medical history and relevant information to your Physiotherapist, attend booked sessions on time and in a suitable environment, treat Physiotherapists and other users with respect (abusive, threatening, or inappropriate behaviour will result in account suspension or termination), not record any session (no session may be recorded by you, by your Physiotherapist or by us), and not use the Platform for any unlawful purpose. Where you upload documents or information (for example prior reports, scans or assessments) to share with your Physiotherapist, you confirm you are entitled to share that information and that it is accurate.

11. Health disclaimer

The Platform is not intended to replace emergency medical services. If you are experiencing a medical emergency, please contact your GP, call 112 or 999, or attend your nearest Emergency Department immediately.

Physiotherapy provided through the Platform is not a substitute for medical advice, diagnosis, or treatment from a qualified medical professional. Some problems need hands on assessment or imaging, and where that is the case your Physiotherapist will tell you so and refer you on.

If your Physiotherapist finds that your problem needs a doctor or urgent care and refers you on, the session has taken place and is paid for in full.

12. Data protection

[entity name to be confirmed] processes your personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR) and the Irish Data Protection Act 2018. For full details, please refer to our privacy notice.

Clinical records of your sessions are made and kept on the Platform, and [entity name to be confirmed] is the data controller for them. Your Physiotherapist can see your record from when your booking is confirmed until 30 days after your last session with them, and again whenever you book with them. A Physiotherapist you book later can see notes written by Physiotherapists you saw before on the Platform.

13. Intellectual property

All content, branding, logos, software, and technology associated with the Book a Physio platform are the intellectual property of [entity name to be confirmed]. You may not reproduce, modify, or distribute any Platform content without prior written consent.

14. Termination

You may close your account at any time by contacting hello@bookaphysio.ie. Outstanding bookings should be cancelled before account closure.

[entity name to be confirmed] may suspend or terminate your account if you breach these Terms or engage in conduct that, in our reasonable opinion, is harmful to other users, Physiotherapists, or the Platform.

15. Data after account closure

When you close your account, [entity name to be confirmed] will retain your personal data only for as long as is necessary to comply with legal obligations, resolve disputes, and enforce agreements. Closing your account, or asking us to erase your data, removes your account details (your name, email address, contact details and marketing consent) and keeps the clinical record of your sessions for 8 years after your last consultation, or 8 years after death, as the law allows for health care records and for legal claims. Booking records and payment data may be retained for up to 7 years in accordance with Irish tax and financial record-keeping requirements. You have the right to request access to, correction of, or deletion of your personal data at any time by contacting hello@bookaphysio.ie, subject to our legal retention obligations. For full details, please refer to our privacy notice.

16. Platform changes

[entity name to be confirmed] reserves the right to modify, update, suspend, or discontinue any feature or functionality of the Platform at any time, with or without notice. We will endeavour to provide reasonable notice of any material changes that may affect your use of the Platform.

17. Marketing and feedback

By using the Platform, you consent to [entity name to be confirmed] using anonymised and aggregated feedback, reviews, or usage data for marketing, promotional, and platform improvement purposes. No personally identifiable information will be shared publicly without your explicit consent.

18. Beta features

From time to time, [entity name to be confirmed] may offer access to new or experimental features ("Beta Features"). Beta Features are provided "as is" without any warranties or guarantees. [entity name to be confirmed] is not liable for any issues arising from the use of Beta Features.

19. Reviews and ratings

If [entity name to be confirmed] introduces a reviews or ratings system in the future, all reviews must be honest, accurate, and respectful. [entity name to be confirmed] reserves the right to remove reviews that are abusive, defamatory, misleading, or otherwise inappropriate. Reviews may not contain personal information about Physiotherapists beyond what is publicly displayed on their profile.

20. Prohibited use

You may not use the Platform for any unauthorised commercial purpose, attempt to reverse-engineer, decompile, or disassemble any part of the Platform, or interfere with the Platform's operation or security. Any such use may result in immediate termination of your account.

21. Referral programmes

[entity name to be confirmed] may from time to time operate referral programmes. Any such programme will be subject to separate terms and conditions communicated at the time of the programme. [entity name to be confirmed] reserves the right to modify or discontinue any referral programme at any time.

22. Changes to fees

[entity name to be confirmed] reserves the right to change the fees charged to patients, including session fees displayed on the Platform, with reasonable notice. Any changes to fees will not affect bookings already confirmed and paid for at the time of the change.

23. Governing law

These Terms are governed by and construed in accordance with the laws of Ireland. You submit to the exclusive jurisdiction of the Irish courts in respect of any disputes arising from these Terms or your use of the Platform.

24. Amendments

[entity name to be confirmed] reserves the right to amend these Terms at any time. Material changes will be communicated via email or by notice on the Platform at least 30 days before they take effect. Your continued use of the Platform after such notice constitutes acceptance of the amended Terms.

25. Contact

If you have any questions about these Terms, please contact: