Terms and Conditions

Welcome to Physio360Therapy. These Terms and Conditions govern your access to our website, appointment-booking facilities and physiotherapy, rehabilitation, clinic-visit, home-visit and online-guidance services.

Physio360Therapy is operated by [Physio360therapy Physiotherapy & Rehabilitation having its operational address at [Medimax Hospital], hereinafter referred to as “Physio360Therapy”, “we”, “us” or “our”.

By visiting our website, booking an appointment, making a payment or receiving any service from us, you confirm that you have read, understood and agFreed to these Terms and Conditions.

These Terms and Conditions apply to all clinic, home visit and online physiotherapy services provided by Physio360Therapy.

1. Our Services

Physio360Therapy may provide:

• Physiotherapy at home
• Clinic-based physiotherapy
• Online physiotherapy guidance
• Orthopaedic physiotherapy
• Neurological rehabilitation
• Post-surgery rehabilitation
• Sports injury rehabilitation
• Elderly physiotherapy and mobility support
• Pain-management and exercise guidance
• Posture correction, strengthening and mobility training
• Other rehabilitation services communicated at the time of booking

The exact services provided will depend upon the patient’s condition, location, therapist availability, assessment findings and clinical suitability.

We may decline, modify, postpone or discontinue a service where the requested treatment is not clinically appropriate, is outside the physiotherapist’s professional scope or requires medical investigation or emergency care.

2. Acceptance of Terms

You accept these Terms and Conditions when you:

• Submit an appointment or enquiry form;
• Book through telephone, WhatsApp, email or our website;
• Confirm an appointment;
• Pay for a session or treatment package; or
• Allow a physiotherapist to begin an assessment or treatment session.

Where the patient is below 18 years of age or is unable to provide valid consent, consent must be provided by a parent, legal guardian or authorised caregiver.

By accessing our website or confirming an appointment, you agree to follow these Terms and Conditions.

3. Initial Assessment

Before starting treatment, the physiotherapist may conduct an initial assessment. This may include:

• Discussion of symptoms, pain, movement difficulties and treatment goals;
• Review of medical history, previous treatment and current medication;
• Review of available medical reports, prescriptions, scans or discharge summaries;
• Observation of movement, posture, balance, strength and functional ability;
• Physical examination appropriate to the patient’s condition;
• Identification of precautions, contraindications or referral requirements; and
• Preparation of a suitable physiotherapy or rehabilitation plan.

The duration of an assessment may vary depending on the patient’s condition and complexity.

An assessment does not guarantee that treatment will be started. The physiotherapist may recommend medical consultation, diagnostic testing or specialist referral before proceeding.

4. Medical Information and Patient Disclosure

The patient or caregiver must provide complete, accurate and current information regarding:

• Medical history;
• Existing illnesses or health conditions;
• Recent surgery, fracture or hospitalisation;
• Pregnancy;
• Medication and allergies;
• Heart conditions, blood-pressure problems or diabetes;
• Neurological conditions;
• Previous injuries;
• Diagnostic reports and prescriptions; and
• Any condition that may affect treatment safety.

Physio360Therapy will not be responsible for complications, delays or harm arising from information that has been withheld, incorrectly provided or not updated by the patient or caregiver.

The physiotherapist may ask for a doctor’s prescription, investigation report, medical clearance or discharge summary where clinically required.

5. Consent to Assessment and Treatment

Before or during treatment, the physiotherapist will explain the proposed assessment, treatment approach and relevant precautions as reasonably practicable.

By consenting to treatment, the patient understands that physiotherapy may include physical examination, therapeutic exercises, stretching, strengthening, manual therapy, mobility training, balance training, posture correction or the use of appropriate physiotherapy equipment.

Some treatments may temporarily cause tiredness, muscle soreness, mild discomfort or temporary aggravation of symptoms. Patients must immediately inform the physiotherapist if they experience unusual pain, dizziness, breathing difficulty, chest pain, numbness, sudden weakness or any other concerning symptom.

Consent may be withdrawn at any time. However, fees for services already provided will remain payable.

6. No Guarantee of Results

Physiotherapy outcomes vary between patients and depend upon several factors, including:

• The nature and severity of the condition;
• Age and general health;
• Medical diagnosis and history;
• Duration of symptoms;
• Attendance and treatment consistency;
• Compliance with recommended exercises;
• Lifestyle and daily activity;
• Recovery after surgery or injury; and
• Individual response to treatment.

Physio360Therapy and its physiotherapists do not guarantee complete recovery, permanent pain relief, a specific result or recovery within a particular period.

We will use reasonable professional care and skill and may review or modify the treatment plan according to the patient’s progress.

7. Physiotherapy Is Not Emergency Medical Care

Our website, telephone support, WhatsApp communication and physiotherapy services are not emergency medical services.

Patients experiencing chest pain, severe breathing difficulty, loss of consciousness, sudden paralysis, uncontrolled bleeding, suspected fracture, severe trauma, sudden speech difficulty or another medical emergency should immediately contact emergency services or visit the nearest hospital.

Messages sent through the website, email or WhatsApp may not be reviewed immediately and must not be used for emergency assistance.

8. Appointment Booking

Appointments may be requested through:

• Website forms;
• Telephone;
• WhatsApp;
• Email; or
• Direct communication with our team.

An appointment request is not confirmed until the date, time, service location, session fee and therapist availability have been confirmed by Physio360Therapy.

We may request the patient’s name, age, condition, contact details, location and preferred appointment time to arrange the service.

All appointment bookings, confirmations and service requests are governed by these Terms and Conditions.

9. Physiotherapist Allocation

Physio360Therapy may assign a suitable male or female physiotherapist depending upon:

• Patient requirements;
• Location;
• Appointment timing;
• Therapist qualification;
• Clinical speciality; and
• Availability.

A request for a specific physiotherapist or therapist gender will be considered but cannot always be guaranteed.

Where necessary, we may replace the assigned physiotherapist with another appropriately qualified professional. The patient will be informed where reasonably possible.

10. Home-Visit Physiotherapy

For home visits, the patient or caregiver must:

• Provide the correct and complete address;
• Provide suitable access to the premises;
• Ensure that the location is safe, clean and appropriate for treatment;
• Arrange adequate lighting and ventilation;
• Provide sufficient space for assessment and exercises;
• Keep pets safely controlled during the visit;
• Inform the therapist about contagious illness or infection risk;
• Ensure the presence of a responsible caregiver where required; and
• Treat the physiotherapist respectfully and professionally.

The physiotherapist may refuse to enter or may stop a home session where the environment is unsafe, unhygienic, threatening, inappropriate or unsuitable for treatment.

Additional travel charges may apply for distant locations, parking, tolls or locations outside the normal service area. Any such charge will normally be communicated before appointment confirmation.

The home visit physiotherapy terms and conditions require patients to provide a safe, clean and suitable treatment space.

11. Online Physiotherapy Guidance

Online physiotherapy may be provided through video call, telephone or another approved communication platform.

Online guidance has limitations because the physiotherapist may not be able to perform a complete physical examination, palpation, hands-on testing or manual treatment.

The patient must:

• Provide accurate medical information;
• Use a stable internet connection;
• Select a safe and sufficiently spacious area;
• Keep a family member or caregiver present where necessary;
• Follow instructions carefully;
• Stop any activity that causes concerning symptoms; and
• Seek in-person medical or physiotherapy assessment when advised.

Online physiotherapy is not suitable for every condition. We may decline or discontinue online guidance where an in-person examination or medical referral is considered necessary.

These Terms and Conditions also apply to online physiotherapy consultations and exercise guidance.

12. Session Duration and Late Arrival

The approximate session duration will be communicated at the time of booking. Session duration may vary according to the patient’s condition, assessment requirements and treatment plan.

Where the patient is late, the session may still end at the originally scheduled time so that subsequent appointments are not delayed.

Additional time is subject to therapist availability and may attract an additional fee.

Where a home visit is delayed due to traffic, weather, a previous clinical emergency or circumstances outside reasonable control, the patient will be informed as soon as practicable.

13. Patient Responsibilities

The patient agrees to:

• Follow reasonable safety and treatment instructions;
• Inform the physiotherapist about changes in symptoms;
• Perform home exercises only as advised;
• Avoid exercises that have not been prescribed or explained;
• Attend sessions regularly where possible;
• Use equipment safely;
• Ask questions where instructions are unclear;
• Maintain appropriate behaviour during all interactions; and
• Seek medical review when advised.

Failure to follow instructions or perform recommended exercises may delay progress or affect the outcome of treatment.

Patients and caregivers must understand these Terms and Conditions before treatment begins.

14. Exercises and Assignments

The physiotherapist may recommend exercises, movement practice, posture changes, activity modification or other assignments between sessions.

The patient is responsible for performing these exercises correctly and within the recommended frequency and limits.

Exercises must not be shared with or performed by another person without professional assessment, because the same exercise may not be suitable for every patient.

The patient should stop an exercise and contact the physiotherapist or medical professional if it causes significant pain, dizziness, breathlessness, unusual weakness or other concerning symptoms.

15. Fees and Payment

Session fees, assessment charges, travel charges and package costs will be communicated before or at the time of booking.

Payment may be accepted through:

• UPI;
• Bank transfer;
• Payment link;
• Cash;
• Debit or credit card, where available; or
• Another approved payment method.

Unless otherwise agreed, payment is due before or at the beginning of each session.

The patient is responsible for paying all confirmed fees, including applicable travel charges, late-cancellation fees or other charges communicated before the service other charges communicated before the service.

A payment receipt or confirmation may be issued electronically.

16. Insurance and Third-Party Payment

Where treatment is paid for by an employer, insurer or another third party, the patient remains responsible for:

• Confirming insurance coverage;
• Obtaining pre-authorisation;
• Providing required documents;
• Understanding policy limits;
• Paying deductibles, exclusions or excess amounts; and
• Paying any amount not settled by the third party.

Physio360Therapy does not guarantee reimbursement or approval by an insurance company, employer or other organisation.

17. Rescheduling and Cancellation by the Patient

An appointment may be rescheduled by contacting us by telephone or WhatsApp.

Patients should provide at least 4 hours’ notice when requesting cancellation or rescheduling.

Where less than 4 hours’ notice is given, where a same-day appointment is cancelled after the physiotherapist has started travelling or where the patient is unavailable at the confirmed location, a cancellation charge of up to the confirmed session fee may apply.

The exact applicable charge will be communicated according to the appointment, location and circumstances.

Repeated cancellations or missed appointments may result in:

• Advance payment being required;
• Withdrawal of preferred appointment slots; or
• Discontinuation of future bookings.

18. Cancellation by Physio360Therapy

We may cancel or reschedule an appointment due to:

• Therapist illness or emergency;
• Unsafe weather or travel conditions;
• Vehicle or transport issues;
• Clinical emergencies;
• Incorrect patient address;
• Safety concerns;
• Technical problems affecting online sessions; or
• Other circumstances beyond reasonable control.

Where we cancel a session, the patient will not be charged for that session. Any amount already paid for the cancelled session will be adjusted against a rescheduled appointment or refunded, as agreed with the patient.

We will attempt to provide an alternative appointment or therapist as soon as reasonably possible.

Our physiotherapy cancellation and payment policy forms an important part of these Terms and Conditions.

19. Packages, Advance Payments and Refunds

Treatment packages, discounted plans or advance-payment arrangements may have separate terms communicated before purchase.

Unless otherwise communicated:

• Fees for completed sessions are non-refundable;
• Refund requests for unused sessions will be reviewed individually;
• Approved refunds may be adjusted for sessions already completed at the applicable standard session rate;
• Travel charges, assessment fees or administrative charges already incurred may be deducted where applicable; and
• Refund processing may take a reasonable period depending on the payment method.

No refund will be provided merely because a patient did not achieve an expected clinical outcome, provided the services were delivered with reasonable professional care.

Nothing in this section removes any rights available to a consumer under applicable law.

20. Stopping or Refusing a Session

A physiotherapist may pause, refuse or stop treatment where:

• The treatment appears unsafe;
• The patient’s condition requires urgent medical review;
• The patient has not disclosed relevant medical information;
• The patient refuses to follow essential safety instructions;
• The treatment environment is unsafe;
• The patient or another person behaves abusively, threateningly or inappropriately;
• There is harassment, discrimination or sexual misconduct;
• Illegal activity is suspected; or
• Continuing treatment would be outside the therapist’s professional scope.

Depending upon the circumstances, the patient may remain liable for the appointment fee and applicable travel charges.

21. Respectful Conduct and Therapist Safety

Physio360Therapy maintains a zero-tolerance approach toward:

• Verbal abuse;
• Physical threats;
• Harassment;
• Sexual comments or conduct;
• Discrimination;
• Intoxication during treatment;
• Unauthorised photography or recording; and
• Any behaviour that threatens the safety or dignity of a patient, caregiver, therapist or team member.

Services may be terminated immediately where such behaviour occurs. Serious incidents may be reported to the appropriate authorities.

22. Confidentiality

We will make reasonable efforts to keep patient information and treatment-related communication confidential.

Information may be shared where:

• The patient has provided consent;
• Sharing is required for treatment coordination;
• Information is requested by a referring doctor or authorised healthcare professional;
• Disclosure is required by law, court order or regulatory authority;
• It is necessary to process payment or provide technical services; or
• There is a serious concern regarding the safety of the patient or another person.

Where a caregiver or family member is involved, patients should inform us regarding the information that may be discussed with that person.

23. Personal Data and Privacy

We may collect and process information such as the patient’s name, age, contact details, address, medical history, reports, appointment records, payment details and treatment-related information.

Personal information will be handled in accordance with our Privacy Policy and applicable Indian data-protection requirements.

Patients should review the separate Privacy Policy available on our website for information about data collection, use, storage, sharing and individual rights.

Our Privacy Policy should be read together with these Terms and Conditions.

24. Photographs, Videos and Recordings

Patients and visitors may not photograph, video-record or audio-record a physiotherapist or treatment session without prior permission.

Physio360Therapy will not use a patient’s identifiable photograph, video, testimonial, treatment story or medical information for advertising or social-media purposes without obtaining appropriate consent.

Consent for promotional use may be withdrawn for future use by contacting us, subject to material already lawfully published or distributed.

25. Website Information

Information provided on our website, blog, social-media pages or educational material is for general awareness and does not replace an individual medical examination, diagnosis or treatment plan.

Users should not start, stop or change any medical treatment or prescribed medication solely on the basis of website content.

Although reasonable efforts are made to keep information accurate, medical knowledge, service availability, fees and website content may change.

26. Intellectual Property

Unless otherwise stated, the website design, business name, text, graphics, service descriptions, photographs, videos, logos, downloadable material and other content belong to Physio360Therapy or are used with appropriate permission.

Content may not be copied, reproduced, modified, republished, sold or commercially used without prior written permission.

Patients may download or print limited material solely for personal and non-commercial use.

27. Third-Party Platforms and Links

Our website may contain links to WhatsApp, payment gateways, maps, social-media websites or other third-party services.

These platforms operate under their own terms and privacy policies. Physio360Therapy is not responsible for the availability, security, content or actions of independent third-party platforms.

28. Limitation of Liability

Physio360Therapy will provide its services using reasonable professional care and skill.

To the extent permitted by applicable law, we will not be responsible for:

• Loss caused by incomplete or incorrect information provided by the patient;
• Failure to follow safety or exercise instructions;
• Use of prescribed exercises by another person;
• Delay caused by traffic, weather, technical failure or events outside our reasonable control;
• Actions taken contrary to professional advice;
• Independent medical services provided by a hospital, doctor or third party; or
• Indirect or consequential loss not reasonably connected with the service provided.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability arising from fraud or negligence where applicable.

29. Suspension or Termination of Services

We may suspend or terminate services where:

• Fees remain unpaid;
• Appointments are repeatedly missed;
• The patient breaches these Terms;
• Safe treatment cannot be provided;
• A conflict of interest arises;
• The therapist-patient relationship has broken down;
• The patient requires another type of medical care; or
• Continued treatment is clinically inappropriate.

Where practicable, reasonable notice will be provided and the patient may be advised to seek services from another suitable patient may be advised to seek services from another suitable healthcare professional.

Any approved refund for unused prepaid sessions will be handled according to the package and refund terms.

30. Events Beyond Our Control

We will not be responsible for delay or failure caused by events outside our reasonable control, including:

• Natural disasters;
• Flood, fire or severe weather;
• Epidemic or public-health restrictions;
• Government orders;
• Transport disruption;
• Internet or telecommunications failure;
• Power failure;
• Strike or civil disturbance; or
• Other force-majeure events.

Appointments affected by such circumstances may be postponed, moved online where clinically suitable or rescheduled.

31. Complaints and Feedback

Patients may submit complaints, service concerns or feedback through:

Phone/WhatsApp: +91 73021 72756
Email: info@physio360therapy.com

Please provide the patient’s name, appointment date, service location and a clear description of the concern.

We will review complaints fairly and attempt to respond within a reasonable period.

32. Changes to These Terms

We may update these Terms and Conditions to reflect changes in our services, operating practices or legal requirements.

The updated version will be published on this page with a revised “Last Updated” date.

Changes will apply from the date of publication and will not ordinarily affect services already completed.

Physio360Therapy may revise these Terms and Conditions when its services, operating policies or legal requirements change.

33. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

34. Governing Law and Jurisdiction

These Terms and Conditions will be governed by the laws of India.

Subject to applicable consumer rights and mandatory legal provisions, disputes relating to Physio360Therapy services will be subject to the jurisdiction of the competent courts in Delhi/New Delhi.

Before starting formal legal proceedings, both parties should make reasonable efforts to resolve the dispute through written communication and mutual discussion.

35. Contact Information

For appointments, service enquiries, complaints or questions regarding these Terms and Conditions, contact:

Physio360Therapy
Operated by: [Physio360therapy Physiotherapy & Rehabilitation]
Address: [Medimax Hospital]
Location: Dwarka, Delhi NCR
Phone/WhatsApp: +91 73021 72756
Email: info@physio360therapy.com
Website: physio360therapy.com