Effective Date: 1st January 2025, updated 17th September 2025

Who We Are

Welcome to Instant Physio. We are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, share, and protect your personal data when you visit our website, contact us by phone, email, or in person, or use our services.

Instant Physio is the Data Controller of your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information We Collect

We may collect and process the following categories of personal data:

Identity Data: Name, date of birth, gender, and contact details.
Health Data (Special Category Data): Medical history, symptoms, treatment notes, and information you provide to support your care.
Communication Data: Emails, phone calls, messages, and any information you provide during enquiries.
Technical Data: IP address, browser type, device type, and cookies when you use our website.
Financial Data: Payment details if you purchase services.

1. Cookies

2. Phone Calls and AI Communications

When you call our clinic:

Your call may be answered by our AI phone assistant (currently provided by Aeva AI).
We process caller ID, time/date of call, and the content of the call.
Calls will normally be recorded or transcribed for training, quality assurance, and accurate handling of your enquiry.
Messages may be securely stored and passed to our staff.

If you share health-related information during the call, this is processed as special category data for the purposes of providing healthcare.

How We Use Your Data

We use your personal data for the following purposes:

Providing Healthcare Services: To assess, diagnose, treat, and manage your physiotherapy care.
Appointment Management: To schedule, confirm, and manage appointments.
Enquiry Handling: To respond to queries made via phone, email, or online forms.
Clinical Records: To maintain accurate records in line with healthcare regulations.
Communications: To send service updates, administrative messages, and—where you consent—marketing information.
Website Improvement: To analyse how visitors use our site and improve user experience.
Training & Quality Assurance: To improve staff performance and service quality.
Legal & Regulatory Compliance: To comply with obligations such as record keeping, health and safety, or responding to regulators.

Legal Basis for Processing

We rely on the following legal bases:

Contractual Necessity: Processing necessary to provide you with services (e.g. appointment booking, treatment records).
Legal Obligation: Processing required by healthcare law and regulators (e.g. HCPC, CSP standards).
Legitimate Interest: For improving services, ensuring service continuity, and protecting our business interests, balanced against your rights.
Consent: For optional marketing communications.
Special Category Data: Health data is processed under Article 9(2)(h) UK GDPR (provision of health or social care).

Who We Share Your Data With

We will never sell your data. We may share it with:

Service Providers: Including IT providers, cloud storage, and our AI phone assistant provider (Aeva AI) acting as Data Processors.
Regulators or Authorities: Where legally required.
Other Healthcare Professionals: With your consent, for onward referral or multidisciplinary care.
Payment Processors: To complete financial transactions.

All third parties are required to protect your data and only act on our instructions.

International Transfers

Some of our providers may store or process data outside the UK or EEA. Where this occurs, we ensure appropriate safeguards are in place, such as:

UK GDPR-approved Standard Contractual Clauses (SCCs), or
Adequacy regulations for the receiving country.

How Long We Retain Your Data

We retain personal data only for as long as necessary for the purpose it was collected, or as legally required:

Patient Records: Retained for at least 8 years after the end of treatment, or until age 25 for children, in line with healthcare retention standards.
Call Recordings/Transcripts: Retained for 30 days unless required longer for legal, regulatory, or clinical reasons.
Marketing Data: Retained until you withdraw consent or opt out.

After retention periods expire, data is securely deleted or anonymised.

Automated Decision-Making

We do not use automated decision-making that produces legal or similarly significant effects. While our AI assistant may manage calls, decisions about your treatment and care are always made by qualified clinicians.

Your Data Rights

Under the UK GDPR, you have rights to:

Access: Obtain a copy of your personal data.
Rectification: Correct inaccurate or incomplete data.
Erasure: Request deletion, subject to legal obligations.
Restriction: Limit processing in certain circumstances.
Portability: Request transfer of your data to another provider.
Objection: Object to processing based on legitimate interests or direct marketing.

You also have rights in relation to automated decision-making and profiling (not applicable to our core services).

To exercise your rights, contact us at 020 3488 2698 or via our website.

If you are unhappy with how we handle your data, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

How We Protect Your Data

We implement technical and organisational safeguards including:

Encryption of devices, servers, and communications where appropriate.
Access controls and role-based permissions for staff.
Secure email and messaging systems for sensitive communications.
Staff training on data protection and confidentiality.
Regular review of third-party providers’ security measures.
Documented breach response procedures, including reporting to ICO within 72 hours if required.

Children’s Data

We only collect children’s data with the consent of a parent or guardian where required. Children’s health records are retained until their 25th birthday (or 26th if treatment was received at 17).

Marketing

We will only send marketing communications (email, SMS, newsletters) if you have given consent, or where permitted under the “soft opt-in” rules of PECR. You can opt out at any time by clicking unsubscribe or contacting us directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any significant changes will be communicated on our website or directly to you where appropriate.

Contact Us

If you have questions or concerns about this Privacy Policy or how we handle your personal data, please contact us:

Instant Physio
Phone: 020 3488 2698

Email: hello@instantphysio.co.uk

Website: https://instantphysio.co.uk

Terms & Conditions

Last updated: 31.10.25

These Terms & Conditions explain how we operate at Instant Physio Limited and what you agree to when booking or attending an appointment.
By using our services, you confirm that you understand and accept these terms.

1. About Us

Instant Physio Limited (Company No. 09513416)
Registered address: C/O Brays Riverview Court, Castle Gate, Wetherby, West Yorkshire, LS22 6LE, United Kingdom
Trading name: Instant Physio
Contact: 📞 020 3488 2698 ✉️ hello@instantphysio.co.uk
Website: www.instantphysio.co.uk

2. Services We Provide

We provide physiotherapy and related clinical services, including:

Physiotherapy assessment and treatment
Clinical massage and soft tissue therapy
Rehabilitation and strength classes
Online physiotherapy and online classes
1-to-1 clinical yoga and physio-led personal training
Dry needling and acupuncture
Local home visits (within 15 minutes of the clinic – further is possible with travel time fees covered by the patient)

We emphasise clinical excellence, evidence-based care, and continuous daily professional development to maintain the highest treatment standards.

3. Bookings

Appointments can be made by:

Instant Physio reserves the right to decline any booking request or continuation of care without providing a reason.
This may include, but is not limited to, cases of inappropriate behaviour, non-compliance with treatment, or non-payment.

4. Payment and Prepaid Sessions

All sessions must be paid in full or secured by a full deposit at the time of booking.
Appointments will not be confirmed without payment.
Prepaid blocks and Plans of Care must be paid upfront and are non-refundable.
Packages offer a discounted rate compared to single sessions.
Prepaid sessions expire 12 months from the date of purchase; unused sessions after that date are non-refundable.
Sessions may be swapped for another eligible service of equal or lesser value, subject to therapist approval.

5. Cancellations and Missed Appointments

At least 24 hours’ notice is required to cancel or reschedule.
Cancellations with less than 24 hours’ notice or missed appointments will be charged in full.
For prepaid plans, one session will be deducted for any late cancellation or no-show.
Arriving late may shorten your session but will still incur the full fee.

6. Refunds and Vouchers

Payments and prepaid sessions are non-refundable except where the clinic cancels your appointment and cannot offer a suitable replacement.
Gift vouchers are non-refundable, non-transferable, and cannot be exchanged for cash.
Lost or expired vouchers will not be reissued.

7. Clinical Risk and Safety

We take every reasonable step to ensure your safety during treatment. This includes:

Using only qualified, insured clinicians who adhere to professional standards and infection-control procedures.
Maintaining equipment and premises to high safety standards.
Conducting risk assessments for all manual therapy, exercise, and acupuncture treatments.

However, by attending treatment you acknowledge that:

Physiotherapy, exercise, and acupuncture carry inherent risks such as temporary discomfort, soreness, bruising, or aggravation of symptoms.
Outcomes cannot be guaranteed, as they depend on individual factors and adherence to advice.
You must disclose full and accurate health information before treatment.

Instant Physio Limited accepts no liability for injury, loss, or damage arising from:

Misleading or incomplete information supplied by you;
Failure to follow clinical advice, home-exercise instructions, or aftercare guidance;
Any self-directed exercise or use of equipment outside our supervision.

If you experience pain, dizziness, or illness during any activity, you must stop immediately and inform your clinician.

8. Property and Personal Belongings

We cannot accept any responsibility for loss, theft, or damage to personal property while on our premises or during home-visit appointments.
Please keep valuables with you at all times.

9. Home Visits

Home visits are offered within approximately 15 minutes of the clinic and are subject to availability.
You are responsible for providing a safe, private, and clean space for treatment.
Our clinicians reserve the right to cancel or leave if the environment is unsafe or unsuitable.

10. Data Protection and Records

We do not store patient card details on our systems.
All patient data is held securely in compliance with UK GDPR and the Data Protection Act 2018.

Accessing Your Records

To request a copy of your clinical notes, please:

Submit a formal written request to hello@instantphysio.co.uk.
A response will be made within 30 days.
A reasonable administrative fee may apply for printed or extensive copies.

11. Conduct and Behaviour

We expect all patients to behave respectfully towards staff and other visitors.
Abusive, aggressive, discriminatory, or inappropriate behaviour will not be tolerated and may result in immediate termination of care without refund.

12. Complaints and Feedback

We welcome all feedback.

Each appointment confirmation email includes a complaints questionnaire.
Formal complaints will be acknowledged, investigated, and responded to within 7 working days.
You may also email hello@instantphysio.co.uk directly.
We aim to resolve all complaints fairly and promptly.

13. Website and Educational Content

The information on our website and social channels is for general education only and does not constitute personal medical advice.
Do not rely solely on online material for diagnosis or treatment. Always seek professional assessment where appropriate.

14. Property, Copyright, and Use of Content

All written, visual, and digital content on this website is owned by Instant Physio Limited.
No material may be copied, distributed, or reproduced without prior written consent.

15. Limitation of Liability

Instant Physio Limited, its employees, and contractors shall not be liable for:

Any indirect or consequential loss or damage;
Any costs, injury, or damages resulting from the use of our services beyond the scope of ordinary physiotherapy practice;
Any failure or delay due to events beyond our reasonable control (e.g. illness, emergencies, system outages).

Nothing in these terms excludes our liability for death or personal injury caused by negligence.

16. Changes to These Terms

We may amend these Terms & Conditions at any time. The most recent version will always appear on this page.
Continued use of our services after publication means you accept any updated terms.

17. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.

Privacy Policy and Terms & Conditions