Who we are
PhysioOnClick is operated by Shivaliba Zala, an HCPC registered physiotherapist and CSP member. For any queries, contact us at hello@physioonclick.co.uk.
Terms & Conditions
Clear terms for a clinical relationship built on trust.
Last updated
Regulation & professional standards
Care is regulated by the Health and Care Professions Council (HCPC) and delivered in line with Chartered Society of Physiotherapy (CSP) standards, including standards for remote and digital practice. See our Professional Standards page for registration, consent, confidentiality, safeguarding, indemnity and complaints.
Nature of the service
PhysioOnClick provides physiotherapy consultations online across the UK, and home visits in the Glasgow area. Booking a consultation creates a professional clinical relationship. The standard of care provided online is equal to that of an in-person consultation. A lower standard of care is not acceptable simply because the interaction is remote.
Geographic scope
Services are provided to patients physically located in the United Kingdom at the time of consultation. Existing patients temporarily abroad (excluding the USA, Australia, and Canada) may continue care with prior agreement. If you are unsure whether your location is covered, contact us before booking. Home visits are available only in the Glasgow area; see “Home visits (Glasgow area)” below.
Home visits (Glasgow area)
Home visits are offered in the Glasgow area, booked through the same booking flow as video appointments and at the same prices. When you book a home visit we ask for your address and postcode. We will confirm by email if your address is outside the area we cover.
- Please provide a safe, clear space for the session and safe, reasonable access to it.
- For a patient under 18, a parent, guardian or another responsible adult must be present for the whole visit.
- We may rearrange or decline a visit if the address is outside the area we cover, or if we have a genuine concern for safety at the address.
- If we decline or cannot attend a visit for either reason, you can choose a full refund or a new appointment, in line with our Payment & cancellation terms below and the cancellation policy. Your own cancellations follow the same notice rules as any other appointment.
Limitations of online assessment
Some clinical presentations require in-person assessment to diagnose or treat safely. If your physiotherapist determines that remote consultation is not appropriate for your condition, they will advise you accordingly and recommend an alternative pathway.
Payment & cancellation
Appointments and packages are paid for online when you book, through our secure payment provider, Stripe. We never see or store your full card details. Your appointment is confirmed once payment has gone through, and you will receive a receipt by email that you can use for insurance claims.
Please give at least 24 hours' notice to cancel or rearrange. Cancellations with enough notice are refunded in full; late cancellations and missed appointments are not normally refunded. See our Cancellation & Refund Policy for full details.
Your right to cancel
Because appointments are booked at a distance, you normally have a 14-day right to cancel under the Consumer Contracts Regulations 2013. If you ask us to begin your consultation within that period and it is fully carried out, you lose the right to cancel that appointment. This does not affect the notice periods in our Cancellation & Refund Policy.
Data & privacy
Your personal and clinical data is processed in accordance with UK GDPR and the Data Protection Act 2018. See our Privacy Policy for details on what we collect, how we use it, and your rights.
Use of exercise and health information
This is general information only. Please do not start these exercises without guidance from a physiotherapist who has assessed you. Stop if pain is sharp or does not settle, and seek advice. Using them without an assessment is at your own risk.
The exercises, self-check guides, articles and other health information on this site are not a substitute for an assessment of your own condition. If you choose to use them without an assessment from a physiotherapist, you do so at your own risk. Nothing in these terms limits liability that cannot be limited by law.
Indemnity & liability
Appropriate professional indemnity insurance is held for the physiotherapy services provided. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited in law. Subject to that, we are not liable for outcomes arising from information you withhold, from failure to follow advice given, or from use of general educational content on this site (see our Medical Disclaimer).
Intellectual property
All content on this website is owned by PhysioOnClick and protected by copyright. That includes our exercise library: the exercise descriptions, illustrations, self-check guides, condition programmes and downloadable handouts. It also covers our blog articles and their images, our service descriptions and images, and any exercise programmes or materials provided to you as part of your care.
You may view this content and use it for your own personal care. You may not copy, screenshot, download, redistribute, resell or adapt it, in whole or in part. That applies in particular to use in professional, clinical, educational or commercial settings, such as handouts for other patients, other clinics' websites or apps, courses, or training data for AI systems. Any of these requires our prior written permission.
Healthcare professionals and organisations who would like to use or license our content can contact us. We will ask for unauthorised copies to be removed, including by notifying the hosting provider and search engines.
Embedding our exercises. You may embed individual exercises from our exercise library on your website, free of charge, using the embed code provided on each exercise page. The code must be used unchanged, including the credit link to PhysioOnClick, and must not suggest that we endorse your organisation. Embedded exercises remain our content and we may change or withdraw them at any time. This permission covers embedding only; any other use described above still needs our written permission.
Complaints
If you are unhappy with any part of your care, please contact us first at hello@physioonclick.co.uk. Our full complaints route, including escalation to the HCPC and CSP, is set out on the Professional Standards page.
Emergency situations
PhysioOnClick is not an emergency service. If you are experiencing a medical emergency, call 999 immediately. For urgent but non-emergency concerns, contact NHS 111.
Governing law
These terms are governed by the laws of Scotland. Any disputes arising from the use of this service are subject to the exclusive jurisdiction of the Scottish courts.
Changes to these terms
We may update these terms from time to time. Continued use of the service after changes are published constitutes acceptance of the updated terms. The date at the top of this page reflects the most recent revision.