Terms and Conditions

Cancellation Policy

Missed Appointments: Should you no longer require your appointment, please let us know with as much notice as possible. This can be via email, text or leaving a telephone message.  We charge in full for appointments that are cancelled with less than 48 hours’ notice (2 working days, Monday to Friday between the hours of 8am and 5pm) or where you have failed to attend without informing us. You will be expected to respect this decision made regarding charges. A sincere apology and respect for our time and costs incurred is always appreciated.

Fees: We pride ourselves on providing cost-effective solutions to your physical problems. Our fee structure reflects the variability of the problems and the experience, knowledge, and cost for treating these. They are not based on time spent with you, but represent the value & costs of the solutions that we provide.


Our fees for each session will be confirmed by us to you. You are expected to pay for your treatment at the time of each appointment via cash, cheque or by bank transfer.

Remote, phone or video consultations are required to be paid for in advance via bank transfer.

We can provide you with a full receipt by email at your request.

Late Payment

Any on-going treatment may be suspended or cancelled if our fees are not paid in full when due. In the unfortunate event that we need to enforce payment from you, you will be liable for all the incurred costs. Interest at the rate of 12% will be an additional charge made to all invoices from the date they become due. We reserve the right to seek any monies remaining unpaid 90 days from the date of invoice via the Small Claims Court. In such circumstances, you shall be liable for any and all additional administrative and/or court costs. 

Consequently, all future appointments will cease with immediate effect until such a time as all outstanding monies are recovered in full.

Arriving for treatment

It is your responsibility to attend each appointment booked, on time. If you are late arriving at a session, the session will begin on your arrival and continue until the time when it is scheduled to end. If you wish the session to overrun, and we agree, then you will be charged for the extra time we spend in providing the services.

Consent to treatment

A registration form will be emailed to you prior to your appointment for you to complete and sign, this will be provided to you at your first appointment should you not have access to email. By signing this document, you confirm that you consent to treatment and confirm you have read and understood the terms and conditions on our website.

Treatment Outcomes

It is not possible that any particular result or outcome can be guaranteed as a result of us providing the services. Our aim is to provide the services using reasonable care and skill. Some conditions may take longer than others to treat and we will regularly reassess the treatment plan.

Please note that after the initial assessment has been carried out, we may decide that we cannot provide any services if, for example, treatment for the condition may not be suitable or appropriate.

We may stop a session at any time and not continue it if we consider that you are not following our reasonable instructions. If this happens, you will still be liable (at our discretion) to pay the fee for that session. In exceptional circumstances, such as illness or other commitments, inappropriate behaviour by you, refusal to be treated in a reasonable way, actual or potential conflict of interest, or other reasons, we may decide to terminate the services early and or refuse or be unable to provide further sessions to you. In such circumstances, we shall give you reasonable notice of termination where practicable and will refund to you any advance payment made for sessions not yet provided.

We shall seek to enable you to achieve your desired outcomes. However the desired outcome can not be guaranteed and you have sole responsibility for acting on any recommendations or advice we may give. We have no liability for any loss incurred by you, whether financial or otherwise, following our provision of the services, nor for any perceived failure by you, whether justified or otherwise, to achieve your desired outcomes or goals.


When further treatment or imaging is required, we may refer you onto a third party, whereby we will send a referral letter, after which the responsibility is on you to arrange an appointment with them. Once under their care you will be bound by the terms and conditions of that third party and we undertake no liability with respect to that third party. There may be a charge for the referral.

Chaperone Policy

Total Care Physio is committed to providing safe and effective care, in a comfortable and welcoming environment. Should you wish to be accompanied by a chaperone then please inform your physiotherapist prior to your appointment, and bring who you are happy to have chaperone. Anyone receiving treatment under the age of 18 is required to attend with a parent or guardian.


Request for Medical Records

Requests for copies of medical records must be made in writing by either the client, the instructing / funding party or their legal representative. Any party requesting copies of medical records other than the client, must include a signed authority form, that authorises the release of the clients records to that specific party. The signature on this form must match the signature that we hold on file. This form must be compliant with the General Data Protection Regulations (GDPR) 2018. Records will not be released in the absence of this document. We reserve the right to ask the client attends to confirm their identify (passport, drivers licence,) before notes are released.

All medical records requests are handled in accordance with GDPR. In certain situations, we may charge a fee for the processing of these requests. If a fee is required, notes will be released once payment has cleared.

If you are the client, you can request to view your notes and personal information within the clinic free of charge, this will be during your appointment time. You are also able to view copies of letters and reports that are about you, before they are sent off.

Copyright Notice

This website and its content is copyright of Total Care Physio. All rights reserved. Any redistribution or reproduction of part or all of the contents in any form is prohibited.

Notification of changes

Total Care Physio reserve the right to change these terms and conditions, including our fees, and you are therefore advised to re-read our policies on a regular basis.  Any emails sent with Covid19 guidelines on overseeds these terms and conditions.

Updated April 2024. Review date April 2025

Total Care Physio, the Physiotherapists for Norwich & South Norfolk contact details:

South Norfolk Clinic
School Lane
NR14 6SL

01508 548535 or
07976 009524

Norwich Clinic
14 Jordan Close

07786 515646

More helpful information:




Total Care Physio are accredited to these professional bodies