Last updated: November 2026
These terms apply to all appointments and services provided by Recover Physio Ltd, trading as Recover Physio & Wellbeing Clinic, at our Folkestone, Hastings and Deal clinics and on home visits. By booking an appointment or receiving treatment from us, you agree to these terms.
1. Booking appointments
You can book online, by phone or by email. Your appointment is confirmed once you receive confirmation from us or from our online booking system.
2. Cancellations and missed appointments
We need at least 24 hours’ notice to cancel or rearrange an appointment. If you cancel with less than 24 hours’ notice, or don’t attend, the full appointment fee will be charged. This lets us offer the time to someone else who needs it.
3. Late arrival
If you arrive late, we may need to shorten your session so the next patient isn’t kept waiting. The full appointment fee still applies.
4. Fees and payment
Our current prices are shown when you book online, or you can ask us at any time. You can pay online, over the phone, or by card or cash at the clinic. Where we agree to invoice you, payment is due by the date shown on the invoice.
5. Health insurance
We accept most health insurance providers. Please confirm with us when you book. If you’re claiming through insurance, it’s your responsibility to get authorisation from your insurer before your first appointment and to tell us your policy and authorisation details. Any excess, shortfall, or sessions your insurer doesn’t cover will be payable by you.
6. Your health and consent
Please tell us about any medical conditions, medication, recent surgery, pregnancy or other changes to your health, both before your first appointment and as they happen. Your clinician will explain your assessment and treatment options and ask for your consent before treating you. You can ask questions, decline any part of treatment or ask for a chaperone at any time. We may decline or stop treatment if we believe it isn’t in your best interests, and will refer you on where appropriate.
7. Children
Patients under 16 must be accompanied by a parent or guardian, who will be asked to give consent for assessment and treatment.
8. Home visits
Home visits are available within around a 15-minute drive of the clinic. Visits further afield are possible for an additional charge, which we’ll confirm before booking. The same cancellation terms apply.
9. Gym use
Our gym isn’t available for independent membership. Patients and clients may use it only where this has been agreed with their therapist or trainer first, and must follow any instructions given.
10. Your information
We keep your personal and health information confidential and handle it in line with data protection law. See our Privacy Policy for full details.
11. Comments and complaints
We want every visit to go well. If you’re unhappy with any part of your care, please speak to your clinician or contact us on 01303 370095 or reception@recoverphysio.co.uk. We’ll acknowledge your complaint within 5 working days and aim to resolve it fully within 20 working days. If you’re still not satisfied, you can contact your clinician’s regulator: the Health and Care Professions Council for physiotherapists, or the General Osteopathic Council for osteopaths.
12. Changes to these terms
We may update these terms from time to time. The latest version will always be on this page.
13. Contact us
Recover Physio & Wellbeing Clinic, Unit 5, Regent Centre, Shearway Business Park, Folkestone, Kent, CT19 4FL
Phone: 01303 370095
Email: reception@recoverphysio.co.uk