Terms and Conditions
Last updated: 16 September 2026
Contents
About Us and These Terms Booking and Appointments Cancellation Policy Payment and Pricing Insurance and Claims Packages and Class Passes Liability and Clinical Disclaimer Complaints Governing Law
1. About Us and These Terms
Better Flow Physio Ltd (company number 13672159) operates the clinic at Unit 3, 430 Hackney Road, London E2 6QL, and this website. These terms apply whenever you book or attend an appointment with us, whether online, by phone or in person.
2. Booking and Appointments
Appointments can be booked online through our booking system, by phone, or in person at the clinic. No GP referral is required. Please arrive on time for your appointment, as late arrival may mean a shortened session at the standard price.
3. Cancellation Policy
We ask for at least 24 hours’ notice to cancel or reschedule an appointment.
4. Payment and Pricing
Payment is due at the time of your appointment unless otherwise agreed. Current prices are listed on our pricing page and may be updated from time to time.
5. Insurance and Claims
If you are paying through an insurer, it’s your responsibility to confirm your cover, excess and any authorisation required before your appointment. We will provide invoices and clinical information reasonably needed to support a claim, but we are not responsible for decisions made by your insurer.
6. Packages and Class Passes
Packages and class passes are valid for 4 months from the date of purchase unless stated otherwise. Unused sessions after the expiry period are forfeited.
7. Liability and Clinical Disclaimer
Our team provides physiotherapy, osteopathy and related services based on clinical assessment and professional judgement. We do not promise a specific outcome or timeframe for recovery, and treatment involves your active participation. Nothing on this website or in general advice given constitutes a diagnosis or replaces individual clinical assessment.
8. Complaints
If you’re unhappy with any aspect of your care or your experience with us, please raise it with us directly at info@betterflow.co.uk so we can look into it and respond.
9. Governing Law
These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.