PATIENT TERMS & CONDITIONS

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Remedly is the trading name of SLOANE43 HEALTH TECH LTD (Company No. 16632557). These Terms govern your use of all Remedly therapy services including physiotherapy, clinical massage, orthopaedic rehabilitation, elderly care rehabilitation and other therapy services delivered virtually or in person, now or in the future. By booking or receiving services, you agree to these Terms. If you do not agree with these terms, do not book our services.

Eligibility and Capacity to Agree
By using Remedly’s services you confirm that you are at least 18 years old, are accessing our services for yourself (or for a person you have legal authority to represent) and that you have the mental capacity and legal authority to enter into these Terms. If you are booking on behalf of someone under 18, you confirm that you are their parent or legal guardian and accept these Terms on their behalf.

1. Our Role and How Remedly Works

1.1 Remedly operates a hybrid model where most services are delivered by self-employed independent clinicians, but in limited circumstances Remedly may provide care directly through its own in-house clinicians. By booking or receiving services, you acknowledge and agree to this structure and accept that your treatment may be delivered either by an independent clinician or by a Remedly employed clinician, depending on clinical need and availability. This distinction does not affect your rights under these Terms.
1.2 Remedly provides technology, booking management, payment processing and administrative support. We do not supervise, direct or control the professional judgement, clinical decisions or treatment actions of independent clinicians.
1.3 While we verify that independent clinicians hold the qualifications and insurance required for their discipline, we do not guarantee their performance, suitability or reliability. You should always exercise your own judgement regarding your personal safety, environment and belongings when meeting any clinician.
1.4 When receiving care from an independent clinician, Remedly acts only as a platform connecting you to that clinician. Independent clinicians deliver care in their own professional capacity and within their own scope of practice.
1.5 Any references to “treatment”, “therapy” or “clinical care” relate to services provided by independent clinicians unless you are specifically receiving care from a Remedly in-house clinician. In such cases, the clinician is acting on behalf of Remedly (SLOANE43 HEALTH TECH LTD) as part of our in-house clinical service - not as self-employed.

2. Consent to Treatment

2.1 By booking and attending a session, you confirm that you have read, understood and agree to these Terms. You also provide your informed consent for assessment and treatment by clinicians through Remedly's platform.
2.2 Consent may be obtained in written, verbal, or implied form: (a) Written (signed) consent is usually requested at the start of care or for specific procedures. (b) Verbal consent will be sought and continuously documented. (c) Implied consent applies where you book or attend a session (in-person or virtually) or permit a clinician to enter your home, workplace, or other venue to provide care.
2.3 Your clinician will always explain the nature and purpose of any treatment before proceeding and will only continue with your agreement.
2.4 You understand that different clinicians have different scopes of practice based on their discipline (e.g. physiotherapy, massage therapy, sports therapy).
2.5 You may withdraw consent at any time before or during treatment.
2.6 Session outcomes vary between individuals and cannot be guaranteed. Treatment effectiveness depends on personal factors, adherence, underlying conditions, and clinical response - amongst other things.
2.7 You agree to provide accurate information about your condition and inform your clinician of any changes to your health, symptoms, medications, or medical history, as such changes may affect the safety or suitability of treatment.

2A. Virtual (Remote) Sessions and Telehealth Limitations

2A.1 By booking or receiving a virtual session, you consent to the use of telehealth technology for assessment, treatment or clinical advice. You are responsible for providing a private space, a suitable device and a stable internet connection. If poor connectivity or technical issues on your side prevent the session from proceeding, the full session fee may still apply.
2A.2 Remedly pays for the platform used for telehealth, but you are responsible for your own device, data usage and equipment.
2A.3 You acknowledge that online communication carries inherent privacy limitations. Remedly takes reasonable steps to protect your data, but absolute security cannot be guaranteed.
2A.4 Virtual care has limitations. Remote assessment cannot replace in-person physical examination, manual testing or palpation. Certain conditions may not be identifiable or diagnosable remotely. Your clinician may advise an in-person session, urgent care or emergency services. You agree to follow such recommendations.
2A.6 Telehealth may not be clinically appropriate for all conditions. Your clinician may discontinue or modify virtual care if in-person treatment is required.

2A.7 All virtual sessions are delivered exclusively through Remedly’s approved clinical platform (currently Zanda). You are responsible for ensuring you have a stable internet connection, a functioning device with camera and audio capability and a private, safe space suitable for therapy.
2A.8 If a connection issue occurs during your appointment, your clinician may ask you to refresh your browser, re-enter the virtual room or accept a new Remedly platfom appointment link generated for the same session time. Switching to any alternative method of communication, including but not limited to WhatsApp, FaceTime, Zoom, Microsoft Teams, phone calls, SMS or any channel that reveals personal contact details is not permitted, in order to maintain privacy, security and professional boundaries.
2A.9 If technical issues on the patient’s side prevent the session from proceeding or significantly reduce the available session time, the full session fee may still apply.
2A.10 If technical issues occur on the clinician’s side, Remedly will review the situation individually and may offer a rebooking, partial refund, full refund or charge the session depending on the circumstances and the extent of disruption. Remedly retains full discretion to determine whether a session is chargeable in any technical disruption scenario.

3. Session Recordings and Note-Taking Technology

3.1 We may occasionally request permission to audio- or video-record part of a session, review meeting, or discussion. Examples include but are not limited to: (a) periodic progress reviews; (b) governance or quality-assurance reviews following feedback or a complaint; or (c) use of AI-assisted note-taking tools to produce accurate clinical summaries.
3.2 Recording will never occur without your explicit consent, which will be requested at the time. You may decline without any impact on your care.
3.3 Recordings are used only for internal governance or clinical documentation and deleted once no longer required.
3.4 Any recordings that you consent to will be processed and stored securely in accordance with our Privacy Policy and applicable data protection laws.
3.5 You agree not to record sessions without the clinician’s consent (video, audio or otherwise), to protect privacy and professional integrity.

4. Communication Rules, Off-Platform Restrictions and Safety Limitations
4.1 For your safety and privacy, all communication, booking and session arrangements must take place exclusively through Remedly's platform. Patients must not request or encourage clinicians to share personal contact details, communicate privately, exchange phone numbers or email addresses or arrange appointments outside the platform.
4.2 Keeping all communication and bookings on the platform allows Remedly to support you properly, review concerns when they arise and maintain the governance, safety checks, insurance verification and clinical oversight that protect both you and your clinician. When contact occurs privately, we cannot monitor safety, ensure a clinician is appropriately vetted or step in to help if something goes wrong.
4.3 Because many clinicians on the platform are self-employed independent practitioners, Remedly cannot arbitrate clinical disputes or determine clinical liability. However, where concerns involve patient safety, boundaries, professionalism, safeguarding or breaches of Remedly rules, we will review the issue, guide you on appropriate next steps and may suspend or remove a clinician from the platform.
4.4 For the same safety reasons, you must not accept treatment from any clinician who has not been confirmed and approved by Remedly. This includes substitute clinicians. If you ever have doubts about who is attending your appointment, please contact us immediately.
4.5 If you choose to arrange private appointments with a clinician outside the Remedly platform, Remedly is unable to provide any support, safeguarding, insurance verification, continuity-of-care oversight or follow-up related to those sessions. This applies even if your other session with that clinician was booked on the platform. All Remedly protections apply only to appointments conducted entirely through Remedly systems.

5. Clinician Scope and Professional Standards

5.1 All physiotherapy services are delivered by HCPC-registered and CSP-registered physiotherapists. Their role may be supported by Physiotherapy Associates or other clinicians. This means you may have a Physiotherapy Associate practise exercises with you while your care is overseen and directed by your qualified physiotherapist. Please see clause 5A.
5.2 Clinical massage services are provided by experienced Clinical Massage Therapists, Sports Therapists and Physiotherapy Associates, each of whom holds appropriate professional qualifications and has a minimum of two years’ hands-on clinical experience. In some cases, they may also be provided by qualified physiotherapists depending on your clinical needs, complexity, location or schedule. Please see clause 5A.
5.3 All clinicians on the platform, whether independent or employed by Remedly, are vetted for qualifications, identity, professional registration, insurance coverage, right-to-work status, DBS checks and relevant clinical experience. Independent clinicians are enrolled onto the DBS Update Service, which allows ongoing monthly status checks. Remedly does not assess personal suitability or guarantee compatibility beyond verifying that clinicians meet these mandatory professional, legal and safeguarding requirements. Clinicians are responsible for their own compliance, which includes keeping all documents, registrations and insurance policies up to date and providing Remedly with renewed copies promptly. Clinicians with expired or missing documentation are not permitted to practise on the platform until compliance is restored.
5.4 Clinicians are responsible for practising strictly within the limits of their professional training, scope of practice and regulatory requirements
5.5 Remedly does not direct, influence or control the clinical judgement or treatment decisions of independent clinicians, who act in their own professional capacity. However, we maintain governance oversight of platform safety, quality, and operational standards, including document verification, DBS monitoring, adherence to communication rules, substitution rules, telehealth requirements and general conduct expectations. This oversight also includes responding to complaints where platform rules or professional standards may have been breached. This governance does not involve supervising, directing or influencing clinical judgement or treatment decisions, which remain solely the responsibility of each clinician within their own professional scope of practice.

5A Pricing and Who Delivers Your Session
5A.1 You are charged based on the service you book, not the individual clinician who attends. This means that if a session is delivered by a Physiotherapist, a Physiotherapy Associate or a Clinical Massage Therapist, you will always pay the price for the specific service category you selected (for example, physiotherapy or clinical massage), provided the clinician is qualified and authorised to deliver that service. Your primary clinician may also delegate appropriate exercise or rehabilitation components to a Remedly vetted Physiotherapy Associate under their supervision.
5A.2 Likewise, if a qualified physiotherapist delivers a clinical massage session you have booked, you will still pay the standard massage rate because the service delivered is massage, not physiotherapy. This model ensures fair, consistent pricing, flexibility in scheduling and continuity of care while guaranteeing that every clinician attending your session is trained, vetted and competent to provide the service required that day.

6. Patient Conduct, Boundaries and Safety

6.1 Patients must treat clinicians with courtesy, dignity and respect at all times. Any behaviour that is abusive, discriminatory, intimidating, sexually inappropriate, physically intrusive or otherwise makes a clinician feel unsafe or uncomfortable will result in the session being stopped immediately, the full session fee remaining chargeable and possible permanent removal from the platform.
6.2 For home visits, you must provide a clean, safe and appropriate environment. Clinicians may decline or end a session if the environment is unsafe, unhygienic, unsuitable for treatment or prevents them from practising within professional boundaries. If a session cannot proceed for these reasons, the full fee will still apply.
6.3 Remedly welcomes pets and children as part of everyday family life. Calm pets and well-supervised children may remain present if they do not create safety risks or prevent meaningful treatment. If interruptions from pets, children or household members stop the clinician from delivering effective care, the session will still be chargeable.
6.4 Please let us know in advance about relevant household factors such as pet behaviours, allergies, or family circumstances so we can allocate a suitable clinician and plan your session appropriately. We will always accommodate breastfeeding parents, carers and families with additional needs where possible.
6.5 Clinicians may end any appointment, in person or virtual, if they reasonably believe they cannot deliver treatment safely or professionally for any reason connected to patient behaviour, environmental conditions or boundary concerns. Where this happens, the full session fee will still apply.

7. Patient Safety, Substitutions and Reporting Concerns

7.1 We take patient safety very seriously. Patients may request a different (substitute) clinician at any time if they feel unsafe, uncomfortable or would simply prefer to continue care with someone else. Remedly will support these requests where appropriate and will try to arrange a vetted substitute clinician, subject to availability and continuity of care requirements.
7.2 All substitution requests must be made through Remedly. Patients must not contact clinicians privately or attempt to arrange substitutes directly - for safety and to avoid a breach of these Terms.
7.3 Remedly will review substitution requests to ensure they are reasonable and not excessive or disruptive. Where repeated requests appear to undermine clinicians, misuse the platform or prevent consistent care, Remedly may decline further substitution requests or pause or terminate treatment if necessary for safety or operational reasons.
7.4 Patients may confidentially report any concerns about clinician conduct, safety, boundaries or professionalism to hello@remedly.co.uk. Concerns will be handled sensitively, and where appropriate Remedly may investigate breaches of platform rules and take action including suspension or removal of the clinician from the platform.
7.5 Remedly cannot provide clinical arbitration or determine clinical liability, but we will always intervene where platform rules, safety expectations or professional standards may have been breached.

8. Clinician Substitution and Continuity of Care

8.1 Remedly aims to keep you with the same clinician wherever possible. However, circumstances such as illness, leave, operational needs or clinical appropriateness may require a substitute clinician to step in.
8.2 Substitutes may include another independent clinician or a Remedly in-house clinician. This may occur in any direction (independent to in-house, independent to independent, in-house to in-house, or in-house to independent).
8.3 All substitute clinicians are vetted by Remedly by conforming their qualifications, right to work, insurance and CRB documentation - the same checks as independent clinicians.
8.4 As a self-employed clinician, your primary clinician has the right to arrange their own substitute when appropriate, but only if the substitute has been approved and vetted by Remedly in advance.
8.5 For your safety, you must not accept treatment from any clinician who has not been approved and confirmed in writing by Remedly. This includes substitute clinicians.
8.6 Off-platform communication and booking restrictions apply to substitute clinicians in the same way as primary clinicians.
8.7 You will always be informed in writing of the substitute clinician’s name before the appointment.

9. Equipment Safety, Ownership and Liability
9.1 In line with national guidance on equipment safety in health and social care, Remedly periodically reviews how rehabilitation items such as resistance bands and exercise equipment are used.
9.2 Patients may be encouraged to use their own equipment for home exercise programmes. All equipment, whether provided by Remedly or owned by the patient, must be used only as instructed, handled safely and stored appropriately.
9.3 Where Remedly provides or loans items from its own brand, these are normally for supervised use only and may be retrieved after use. All equipment provided by Remedly remains the property of Remedly unless expressly sold or gifted in writing.
9.4 Third-party purchases: At a patient’s request, Remedly may, at its sole discretion, assist with ordering products from third-party retailers where the patient cannot reasonably do so directly. Independent clinicians are not permitted to purchase equipment, handle money on behalf of patients or place orders in their own name. Any assistance with ordering must be carried out solely by Remedly through approved processes to maintain safety, transparency and governance oversight. The patient accepts that the choice of product remains entirely their own and that Remedly does not recommend, endorse or guarantee any item. Remedly assumes no responsibility for defects, delays, suitability, performance or harm arising from products or deliveries. This assistance is a discretionary, no-charge convenience service and may be declined by Remedly at any time.
9.5 Where equipment has been purchased on behalf of patients under earlier processes, those items remain the patient's responsibility once delivered, including suitability, storage, maintenance and any issues arising from defects or delays. Remedly does not replace or refund historic third-party purchases unless required by law.
9.6 Liability and indemnity: By engaging in any sessions with Remedly, you agree to release and hold harmless SLOANE43 HEALTH TECH LTD, its director and associated entities from any liability, claims or damages arising from the use, misuse or unsupervised use of equipment, or from failure to follow professional guidance outside supervised sessions.
9.7 Nothing in this clause excludes or limits liability that cannot lawfully be limited, including liability for personal injury or harm arising from negligence during treatment.
9.8 Equipment duties, inspection requirements and safety responsibilities for any Remedly-provided equipment are detailed in the Remedly Equipment Consent & Liability Agreement, which forms part of these Terms.
9.9 By receiving, using or accepting any equipment provided, loaned, gifted or purchased on your behalf, you confirm acceptance of the Remedly Equipment Consent & Liability Agreement, which forms part of these Terms by reference.

10. Late Appointments

10.1 Patients should allow for reasonable travel variation when booking home visits. Please allow up to fifteen (15) minutes either side of your appointment time for your clinician’s arrival, as Remedly covers a wide geographical area - and travel conditions can be unpredictable, including traffic, transport delays and parking constraints. This flexibility does not apply to virtual appointments where we expect your clinician to be on time.
10.2 If a clinician is expected to arrive earlier or later than the one-hour window, they will make every reasonable effort to keep you informed and to complete the session where possible.
10.3 Patients who arrive more than halfway through their agreed session time cannot be treated and will be charged in full. Clinicians reserve the right to abandon the appointment at the halfway mark if a patient has not attended or has otherwise prevented the session from starting, whether virtually or in person.
10.4 Patients must inform Remedly promptly if they anticipate being late. Where the delay arises from a genuine emergency, we will make reasonable efforts to accommodate you, subject to clinician availability and clinical discretion.

11. Cancellation Policy – Single Standalone Appointments

11.1 A strict 48-hour cancellation policy applies. Any cancellation made within 48 hours of the appointment time, as well as missed appointments without notice, will be charged in full.
11.2 We understand that genuine emergencies happen. If you wish to reschedule your appointment within 48 hours, we will always seek to offer you a different appointment time on the same day to help you avoid losing your fee. Same-day rescheduling is subject to availability and may incur an additional out-of-hours cost if the new time falls outside our standard hours of 9am–5pm.
11.3 If we offer you an alternative appointment time on the same day and you decline it, the full cancellation fee will apply and the session will be charged in full. We do not offer credits for declined same-day alternatives.
11.4 Refunds processed for any reason - except in the circumstances described in clause 11.5 - will incur a £20 admin fee to cover processing and administrative costs.
11.5 If Remedly cancels an appointment within 48 hours, you may choose to reschedule or receive a full refund for that session without any admin fees.
11.6 These terms apply only to single, standalone appointments booked individually.

11A. Package Appointments

11A.1 Packages are structured rehabilitation programmes agreed in advance to be delivered over a defined time frame, usually across 4, 6 or 12+ weeks. Sessions are typically paid for either in full upfront or in monthly instalments. Packages are tailored to strike a balance between clinical need and a patient's individual preference.
11A.2 If you choose to have a package with us, your primary clinician will set the structure of your package with you, including the frequency, duration and the overall length of your programme. These plans are typically set for an initial six-week period unless an alternative clinically justified schedule is agreed, or you prefer a custom duration. We typically do not like to set packages for longer than 12 weeks at a time.
11A.3 Package plans are reviewed every four weeks to ensure they remain clinically appropriate for your condition, goals and progress. Any agreed adjustments during week four will normally take effect by week six. Packages will not be altered outside these intervals unless a clear clinical or safety concern arises.
11A.4 If a substitute clinician provides a session during your package, they may offer clinical opinions that differ from your primary clinician. However, the package you agreed at the outset remains the governing plan unless modified at the scheduled review points.
11A.5 Package sessions follow the same 48-hour cancellation policy as standalone appointments. Sessions cancelled within 48 hours or unattended without notice will be deducted from your package in full.
11A.6 28 days written notice is required if you wish to discontinue a package altogether. All sessions occurring within the notice period remain chargeable. We therefore encourage you to attend those. Cancellation emails should be sent to hello@remedly.co.uk.
11A.7 Refunds for unused sessions after the notice period are calculated on a pro-rata basis at the full standalone session rate. Package discounts may not apply to refunded sessions. A £20 admin fee will be chargeable as per clause 11.4.
11A.8 If Remedly's own equipment was provided as part of your package and you choose to retain it, the retail value of that equipment may be deducted from any refund due.
11A.9 Remedly may suspend, adjust or discontinue a package where clinically necessary, should safety concerns arise or where platform rules have been breached. Any unused sessions in these circumstances will be refunded in line with clause 12.4

12. Card Storage, Payment and Refunds

12.1 You consent to your card details being stored securely via our third-party payment provider, currently Stripe. Remedly cannot see your full card information, but we may use your saved card to process session fees or outstanding balances where appropriate.
12.2 All sessions must be paid for in advance unless an alternative arrangement has been agreed in writing.
12.3 Where an invoice is issued after a session has taken place, for example if additional treatment time is agreed during the appointment, the invoice must be settled on the same day. If payment is not received within 24 hours of the due time, the card on file may be charged for the outstanding amount. Failed payments incur a £20 fee per attempt to cover processing costs. Continued non-payment may lead to temporary suspension of future appointments until the balance is resolved.
12.4 Approved refund for single sessions, packages or any products purchased are processed within 10-14 business days via the original payment method. Also see clause 11.4 and clause 11A.7 for refund calculations.
12.5 Sessions that have already taken place, whether virtually or in person, cannot be refunded.
12.6 All refunds will be processed back to the original payment method used at the time of purchase.

13. Right to Decline, Pause or Discontinue Care

13.1 Remedly or your clinician may pause or discontinue care if treatment is no longer clinically appropriate, if safety is compromised, if boundaries are breached or if another clinician or service would better meet your needs.
13.2 Unused sessions will be refunded according to clause 12.4 and calculated as per clauses 11.4 and/or 11A.7.

14. Liability and Disclaimers

14.1 Remedly connects patients with independent self-employed clinicians and is not responsible for the performance, clinical decisions, outcomes, acts or omissions of those independent practitioners. Each independent clinician practises in their own professional capacity and is solely responsible for the care they provide. Remedly remains responsible and liable only for sessions delivered directly by Remedly's in-house clinicians.
14.2 All clinical care is delivered by clinicians acting within their own professional scope and regulatory obligations. Remedly does not accept liability for treatment outcomes, complications or clinical decisions made by independent clinicians, except where such exclusion of liability is prohibited by law.
14.3 Any information provided on our website, marketing materials or resources is for general guidance only and should not be treated as medical advice or a substitute for personalised clinical assessment.
14.4 Nothing in these Terms excludes or limits liability where such exclusion would be unlawful, including liability for death or personal injury caused by negligence.
14.5 Remedly is not liable for any delay, interruption, cancellation, technical issue or loss of access to services arising from factors outside our reasonable control, including travel disruption, clinician illness, third-party platform outages, technical failures or internet connectivity problems affecting virtual sessions. We will always act reasonably to minimise disruption and to offer an alternative appointment where possible.
14.6 While clinicians will always act with appropriate professional care and skill, no guarantee can be given regarding the success, progression or specific outcome of any treatment, exercise programme or rehabilitation plan.
14.7 Remedly and its clinicians are not liable for any injury, setback, delay in recovery or reduced treatment effectiveness arising from failure to follow clinical advice, safety instructions, prescribed exercise technique or recommended session frequency.
14.8 Remedly is not responsible for damage to property during home visits.

15. Privacy and Data Protection

15.1 Your personal information is processed in accordance with our Privacy Policy. By using our website, submitting any form, booking an appointment or communicating with us in any way, you consent to your information being collected, stored and used for clinical, administrative and operational purposes as necessary to deliver our services.
15.2 You agree to the storage and use of personal and clinical information for the purpose of providing therapy services in compliance with UK GDPR, the Data Protection Act 2018 and other applicable privacy laws. This includes sharing information with approved third-party providers such as Zanda and Stripe solely for service delivery and payment processing. You also agree that our providers may change from time to time.
15.3 You understand that Remedly operates a paperless system and that your data may be processed or stored using secure digital platforms. We use appropriate technical and organisational measures to safeguard your information.
15.4 You have the right to access, correct, restrict or request deletion of your personal data as outlined in our Privacy Policy.
15.5 For any privacy concerns, you may contact us at hello@remedly.co.uk.

16. Governing Bodies and Compliance

16.1 All physiotherapists practising through Remedly are HCPC and CSP registered. Other clinicians hold qualifications appropriate to their discipline.
16.2 Remedly operates in accordance with UK law and relevant professional standards.

17. Superseding Clause
17.1 These Terms supersede all previous versions and apply to all current and future appointments unless updated by Remedly.
17.2 The most up-to-date version of all Remedly Terms and Conditions will always be available at www.remedly.co.uk/terms-and-conditions. The version displayed on that page at any given time automatically supersedes all earlier versions and governs your use of our services.
17.3 Because Remedly continues to improve its clinical, operational and safety processes, these Terms may be updated periodically. By continuing to use our services after any update is published on our website, you agree to the revised Terms, which will apply to all current and future appointments.

Company Details

SLOANE43 HEALTH TECH LTD (trading as Remedly)
71–75 Shelton Street, London WC2H 9JQ
hello@remedly.co.uk
0330 133 5996