Terms & Conditions

1. About These Terms

These terms and conditions apply to all physiotherapy and related services provided by Primus Physio, operated by Luqman Mazhar (sole trader) at Copthall House, King Street, Newcastle-under-Lyme, ST5 1EL.

By booking an appointment, you agree to these terms. Please read them before your first session.

2. Services

Primus Physio provides private physiotherapy assessment and treatment, sports massage and cupping therapy. All treatment is provided by Luqman Mazhar, HCPC and CSP registered physiotherapist.

Physiotherapy is a regulated healthcare profession. Treatment is evidence-based and provided in accordance with HCPC Standards of Proficiency and CSP professional standards.

3. Appointments and Bookings

Appointments can be booked online via Cliniko at primusphysio.co.uk or by telephone. A booking confirmation will be sent by email.

We reserve the right to decline or discontinue treatment where it is not clinically appropriate or where the therapeutic relationship has broken down.

4. Cancellation Policy

• More than 24 hours notice: No charge. You may rebook at no cost.
• Less than 24 hours notice: A cancellation fee of 50% of the session fee may be charged.
• No show (no contact): The full session fee will be charged.
• Repeated late cancellations: We reserve the right to require payment in advance for future bookings.

We understand that emergencies and genuine illness occur. These will be considered on a case-by-case basis. Please contact us as soon as possible if you need to cancel.

If we need to cancel your appointment, we will give you as much notice as possible and offer to rebook at no additional cost.

5. Payment

Payment is due at the time of your appointment unless you are an insured patient (see Section 6). We accept cash, bank transfer and card payment.

Session fees:

• Initial assessment and treatment (60 minutes): £60
• Follow-up session (30 minutes): £40
• Extended follow-up (45 minutes): £50
• Sports massage: from £35
• Cupping therapy: from £35

Fees are subject to change. Any changes will be communicated in advance.

6. Insurance Patients

Primus Physio is recognised by AXA Health, Bupa, WPA, Aviva and Vitality Health. Insured patients must provide a valid authorisation number before their first session. Any sessions not covered by your insurer (due to policy limits, excess or non-authorised treatment) will be charged at our standard rates.

We handle clinical coding and reporting on your behalf but you remain responsible for ensuring your treatment is authorised by your insurer.

7. Consent to Treatment

Treatment will only be provided with your informed consent. Before commencing treatment, we will explain the nature, purpose, risks and alternatives so you can make an informed decision. You have the right to withdraw consent at any time.

For some treatments — including hands-on manual therapy and cupping — you may experience some temporary soreness or bruising. This will be explained before treatment begins.

8. Your Responsibilities

• Provide accurate and complete information about your health, medication and medical history
• Inform us of any changes to your health or medication between appointments
• Follow the advice and exercise programme provided
• Arrive on time for your appointment
• Treat staff with courtesy and respect

We reserve the right to end a session or decline future bookings if a patient behaves in a threatening, abusive or inappropriate manner.

9. Limitation of Liability

Primus Physio carries professional indemnity insurance. Our liability to you in connection with any treatment or service is limited to direct losses arising from our negligence. We are not liable for indirect or consequential losses.

Physiotherapy treatment carries inherent risks, which will be explained during your consent process. We are not liable for outcomes that result from your failure to follow clinical advice or from pre-existing conditions.

10. Confidentiality and Data

Your personal and clinical information is handled in accordance with our Privacy Policy. Clinical records are kept securely and retained for a minimum of 8 years from your last appointment.

11. Complaints

If you are unhappy with any aspect of your care, please refer to our Complaints Procedure.

12. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the courts of England and Wales.

13. Changes to These Terms

We may update these terms from time to time. The current version will always be available at primusphysio.co.uk/terms-and-conditions.html.