Patient Terms and Conditions

1.            These terms

1.1          What these terms cover.

These are the terms and conditions on which we supply the Sports Injury Fix online booking facility service to you. These terms relate to the online booking of therapy only NOTthe provision of therapy which you have booked, which is the responsibility of your therapist, and may be subject to the individual therapists’ terms and conditions. In the event that there is a discrepancy between the therapists’ terms and conditions and these terms, these terms shall prevail.

The website provides a list of therapists. The information provided on the website is only as accurate as the information provided by the therapists.

1.2          Why you should read them. Please read these terms carefully before you make a booking with us. These terms tell you who we are, how you and we may change or end a booking with us, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

2.            Information about us and how to contact us

2.1          Who we are. We are Sports Injury Fix Limited a company registered in England and Wales. Our company registration number is 09980050 and our registered office is at 292 North Road, Cardiff CF14 3BN.

2.2          How to contact us. You can contact us by writing to us at

2.3          How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your booking.

2.4          "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3.             Our contract with you– the booking.

3.1          How we will accept your booking. Our acceptance of your booking will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2          If we cannot accept the booking. If we are unable to accept your booking for any reason, we will inform you of this in writing and will not charge you.

4.             Your rights to make changes

You are able to change your appointment through our website. The therapist will let you know if the change is possible. If it is possible the therapist will let you know about any changes to the price, the timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If the therapist cannot make the change or the consequences of making the change are unacceptable to you, you may want to cancel the appointment (see clause 7- Your rights to cancel the appointment).

If you feel that a therapist is being unreasonable, please let us know at

5.             Our rights to make changes

5.1          Minor changes to the online booking service. We may change the online booking service:

(a)       to reflect changes in relevant laws and regulatory requirements; and

(b)       to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your bookings.

5.2          More significant changes to the online booking service and these terms. In addition, as we informed you in the description of the product on our website, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any bookings paid for but not attended.

6.             Providing the online booking service

6.1          Costs. The cost of a booking will be as displayed to you on our website.

6.2          We are not responsible for changes outside our control. If your booking is delayed or cancelled by the therapist, or an event outside our control, you will be contacted as soon as possible to let you know and if possible steps will be taken to minimise the effect of the delay. We will not be liable for delays caused, but if there is a risk of substantial delay, and it is our fault, you may contact us to cancel the booking and receive a refund for any bookings you have paid for but not attended due to any delay.

6.3          What will happen if you do not give required information to us. We may need certain information from you so that we can arrange bookings for you. If so, this will have been stated on our website. If you do not give us this information, or if you give us incomplete or incorrect information, we may cancel the booking (and clause 9.2 will apply). We will not be responsible for incorrect bookings or bookings made in error if this is caused by you not giving us the information we need.

6.4          Reasons we may suspend the supply of the online booking system to you. We may have to suspend the online booking system to:

(a)       deal with technical problems or make minor technical changes;

(b)       update the system to reflect changes in relevant laws and regulatory requirements;

(c)       make changes to the system as requested by you or notified by us to you (see clause 5).

6.5          Your rights if we suspend the supply of the online booking system. We will contact you in advance to tell you we will be suspending the system, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 7 days and we will refund any sums you have paid in advance for the bookings in respect of the period after you end the contract, and cancel the bookings.

6.6          We may also cancel your bookings if you do not pay. If we fail to collect payment from you when we have agreed to do so (see clause 11.4) and you still do not make payment within 12 hours of us reminding you that payment is due, we may cancel the booking.

7.             Your rights to cancel your booking

7.1          You can cancel up to 24 hours before the appointment.  We take payment when you book your appointment. You may cancel your appointment at any time up to 24 hours prior to the appointment by following the instructions on the website. You will not be able to cancel your appointment within 24 hours before the appointment.

7.2          Cancelling the booking because of something we have done or are going to do. If you are cancelling a booking for a reason set out at (a) to (e) below the booking will be cancelled immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

(a)       we have told you about an upcoming change to the booking system or these terms which you do not agree to (see clause 5.2);

(b)       you have been told you about an error in the price or description of the booking you have made and you do not wish to proceed;

(c)       we have suspended the online booking service for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or

(d)       you have a legal right to cancel your booking because of something we have done wrong.

7.3          When you don't have the right to change your mind. You do not have a right to change your mind within 24 hours of your appointment.

7.4          How long do I have to change my mind? You have up to 24 hours before the appointment.

8.            How to cancel your booking (including if you have changed your mind)

8.1          Tell us you want to cancel the booking. To cancel your booking, please follow the instructions on the website. You can do this up to 24 hours before your appointment.Provided that you cancel your booking more than 24 hours prior to your appointment, you will not be charged. You will not be eligible for a refund less than 24 hours prior to your appointment.

9.            Our rights to cancel the booking

9.1          We may cancel the booking. We may cancel the booking at any time by writing to you if:

(a)       We are unable to collect payment from you 24 hours before your appointment;or

(b)       you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to fulfil the booking.

9.2          We may withdraw the booking service. We may write to you to let you know that we are going to stop providing the booking service to you. We will let you know in advance of our stopping the booking service and will refund any sums you have paid in advance for bookings which will not be kept.

9.3          Therapists may cancel the booking. If the therapist cannot give you a new booking and you have paid, your fee will be refunded.

10.         If there is a problem with the booking service

10.1       How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at

10.2       Summary of your legal rights. We are under a legal duty to supply services that conform to this contract. See the box below for a summary of your key legal rights in relation to the service. Nothing in these terms will affect your legal rights.

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website or call 03454 04 05 06.

The Consumer Rights Act 2015 says:

a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).
11.         Price and payment

11.1       Where to find the price for the appointment. The price of the appointment (which includes VAT) will be the price indicated on the webpages when you make a booking. We take all reasonable care to ensure that the price of the booking advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of your booking.

11.2       What happens if we got the price wrong. We are reliant on the information provided by the therapist. It is always possible that, despite our best efforts, some of the appointments may be incorrectly priced. Where the appointment's correct price at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the booking's correct price at your booking date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, cancel the booking and refund you any sums you have paid.

11.3       When you must pay and how you must pay. We accept payment with most major credit and debit cards. You will pay for the therapy in full 24 hours prior to the appointment.

11.4       What to do if you think a price is wrong. If you think the price of the booking is wrong please contact the therapist promptly. If you cannot resolve it with the therapist, please email us at

12.         Our responsibility for loss or damage suffered by you

12.1       We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the booking process.

12.2       We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 10.2.

13.         How we may use your personal information

13.1       How we may use your personal information. We will only use your personal information as set out in our privacy policy.

14.         Other important terms

14.1       We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to cancel your booking.

14.2       You need our consent to transfer your booking to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may require the person to whom the booking is transferred to provide reasonable evidence that they consent.

14.3       Nobody else has any rights under this contract (except someone you pass your guarantee on to). The booking is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

14.4       If a court finds part of these terms illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5       Even if we delay in enforcing these terms, we can still enforce them later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breach of these terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

14.6       Which laws apply to these terms and where you may bring legal proceedings. These terms are governed by English and Welsh law and you can bring legal proceedings in respect of the products in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English and Welsh courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English and Welsh courts.