Policies, terms and conditions

2. Using this website

• By accessing and using the Jack Hanson Physiotherapy website ("the website") you are agreeing to and have read the Terms and Conditions.

• When using the website, you agree:

  1. Not to use the Site for any unlawful purposes.

  2. Not to post or transmit any material that is unlawful, defamatory, harmful, or otherwise inappropriate.

  3. To provide accurate, complete, and current information where required (e.g., booking forms and feedback submissions).

  4. To respect intellectual property rights and privacy.

  5. Not to attempt to interfere with the proper working of the website or its security.

3. Digital appointment bookings

3.1. Booking platform

• Bookings are processed online via Cliniko. Cliniko is a trusted third-party practice management software, to facilitate online bookings, manage patient records, schedule appointments, issue invoices and process payments.

• By using the online booking services, you agree to the use of Cliniko for managing these aspects of your interactions with Jack Hanson Physiotherapy.

3.2. Booking confirmaiton

• A booking is only secured once payment is confirmed via Cliniko and paid for via Stripe (see 'payment' below). This process is handled through the website.

• Upon successful booking, you will receive a confirmation email or notification with the details of your appointment. It is your responsibility to review this confirmation and ensure that all details are correct.

3.3. Discretion and availability

• I reserve the right to accept or refuse any booking request at our sole discretion. All appointments are subject to availability, and we may not be able to accommodate all requests. We will make reasonable efforts to honour your preferred appointment time but cannot guarantee availability.

4. Payments and refunds

4.1. Booking payment

• Full payment is required at the time of booking.

• Payments made via Cliniko are processed through Stripe. Jack Hanson Physiotherapy is not responsible for any errors or issues arising from the payment processing service, but Iwill assist in resolving any problems wherever possible. For further details on how your payment is processed, please review Stripe's Terms and Conditions.

4.2. Refunds

• Refunds are made via Stripe. Refunds are manually given by Jack Hanson Physiotherapy in line with the 'Cancellation and refund policy' below. You will receive an email confirmation the refund process has begun.

5. Cancellation and refund policy

• A booking is only cancelled once it is confirmed via Cliniko.

• Bookings, cancellations and refunds are administered through Stripe.

5.1. 24-hour cancellation and rescheduling policy

• Notice window: Cancellations or changes must be made 24 hours before the session start time.

• Late cancellation: Cancellations under 24 hours before the session start time forfeit the session fee with no refund.

• How to reschedule: Changes must be made through your Cliniko client portal link.

• Rescheduling limit: Sessions moved outside the 24-hour window can only be rearranged once.

• Our cancellation: If Jack Hanson Physiotherapy cancels, a full refund or priority reschedule is given.

5.2. Late arrival

• Late arrival: Sessions shortened by client lateness will not be extended past the booked slot.

5.3. Injury

• Medical proof: A doctor or physiotherapist note is required to verify injuries which affect the appointment booking.

• Multi-session packages: If an injury prevents using your session(s), your 12 month package will be paused.

• Resuming sessions: Paused sessions must be used once you are medically cleared to return, proven by a doctor or physiotherapist note.

5.4. Exceptional circumstances

• I understand that unexpected situations may arise. If you have a genuine reason for needing to cancel or reschedule on short notice (e.g., medical emergencies), please contact me as soon as possible. I will review such requests on a case-by-case basis and may waive fees or make alternative arrangements.

6. Under-18 policy

• Parental consent: A parent or legal guardian must sign the initial health consultation form during booking.

• Chaperone requirement: A parent or guardian must accompany clients under 16 during all sessions. Failure to comply will result in a non-refunded cancellation.

• Account ownership: Cliniko profiles and payments must be managed by the parent or guardian.

7. Health, liability and disclaimers

• Medical disclosure: Clients are asked and must accurately disclose all injuries, medical conditions and medications before their first session.

• Initial assessment forms: Before your initial assessment, you will be emailed a PAR-Q form to complete. It is your responsibility to provide all requested details accurately and comprehensively. Failure to disclose relevant information may adversely affect your treatment. By accepting and signing the Terms and Conditions, you confirm that all information provided in the forms is correct and consent to receive treatment at Jack Hanson Physiotherapy.

• Risk acceptance: You accept the physical risks inherent in physical movement, exercise and sports massage.

• Negligence clause: Liability is restricted to injury directly caused by Jack Hanson Physiotherapy negligence. Jack Hanson Physiotherapy is insured by the Chartered Institute of Physiotherapy Professional Liability Insurance (PLI) scheme. 

• Personal belongings: Personal belongings are stored at the risk of the customer and no liability is accepted for items lost or stolen at Harrogate Squash and Fitness Club or in the clinic room.

• Booking and payment disclosure: Jack Hanson Physiotherapy is not responsible for any errors, disruptions, or service unavailability related to Cliniko or Stripe. Any concerns related to the functionality of Cliniko’s services should be addressed directly with Cliniko.

8. Data handling, storage, privacy and medical records

• Data storage: Medical history and session notes are securely encrypted within Cliniko. When you make a booking through the website, your personal information and appointment details are processed and stored securely within the Cliniko system. For more information on how your data is handled by Cliniko, please refer to Cliniko’s Privacy Policy.

• Data compliance: While Cliniko provides secure storage and management of personal and health-related information, your data will be processed in line with Jack Hanson Physiotherapy Privacy Policy and in compliance with UK data protection laws, including the General Data Protection Regulation (GDPR).

• Confidentiality: Client details are never shared with Harrogate Squash and Fitness Club without explicit consent.

• All payment transactions and related data are securely handled, processed and stored by the third-party payment processor, Stripe, in accordance with their Stripe Privacy Policy.

• Accessing treatment notes: You have the right to request a copy of your clinical treatment notes. To do so, please contact me directly. Please be aware that there may be an administration charge for providing copies of your clinical treatment notes. This fee will be communicated to you prior to processing your request.

9. Other

• Jack Hanson Physiotherapy holds the right to reschedule, cancel, re-fund or not refund on a case-by-case basis.

• Jack Hanson Physiotherapy does not tolerate inappropriate or aggressive behaviour towards staff and holds the right to cancel on a case-by-case basis.

• Jack Hanson Physiotherapy reserves the right to update or modify this cancellation policy at any time. It is your responsibility to review the policy periodically. Continued use of my services following any changes constitutes acceptance of the updated policy.

10. Contact information

• For enquiries please email jack@hansonphysio.co.uk