Terms and conditions
Last updated: 30 October 2026
These terms apply when you book physiotherapy with Hive Physio. Please read them before your first appointment.
1. About us
Hive Physio Ltd is registered in England and Wales, company number 12744887. Registered office: Holly Tree House, 17 Hall Road, Bowdon, Altrincham WA14 3AW. Treatment is provided by Kathryn Kwan, chartered physiotherapist, registered with the Health and Care Professions Council (PH62264).
2. Appointments and fees
Our current prices are shown on our website and include travel within the areas listed there. Visits elsewhere are agreed in advance. You will receive an invoice after each appointment. Please pay by card or bank transfer as set out on the invoice. Our bank details are only ever printed on your invoice and we will never email you new bank details. If you receive a message like that, call us on 07775 842219 before paying.
3. Cancelling or rearranging
Please give at least 24 hours’ notice to cancel or rearrange. Appointments cancelled with less notice, or missed, are charged in full. If we need to cancel, we will offer you another appointment as soon as possible and refund anything you have paid in advance for the cancelled appointment.
4. Your health and safety
Please tell us about any medical conditions, medication, allergies or recent changes in your health before and during your treatment. For home visits, please make sure there is a safe space to work in, including room for a treatment couch if one is needed. Physiotherapy is not an emergency service. If you are unwell or have a new serious symptom, contact your GP, NHS 111 or 999.
5. Health insurance
We are not directly registered with health insurers. We provide an invoice after each appointment so that you can claim where your policy allows. Please check your cover with your insurer first. You are responsible for paying our invoices whether or not your insurer pays you.
6. Our responsibility to you
We provide treatment with reasonable care and skill and hold professional indemnity insurance. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any other liability that cannot be limited by law. We are not responsible for losses that were not reasonably foreseeable.
7. Photographs and video
We will only take photographs or video during your treatment with your consent, and only use them for your clinical care. We will never use them for marketing unless you have given separate written consent, which you can withdraw at any time.
8. Safeguarding and privacy
Kathryn holds an enhanced DBS check and follows our Safeguarding Policy. Our Privacy Notice explains how we look after your personal and health information.
9. Exercise plans and website content
Exercise plans and advice are prepared for your personal use. Our website content and branding belong to Hive Physio Ltd and may not be copied without permission.
10. Concerns and complaints
If you are unhappy with any part of your care, please tell Kathryn first on 07775 842219 or kathryn@hivephysio.co.uk and we will try to put it right. If you have a concern about a physiotherapist’s fitness to practise, you can contact the Health and Care Professions Council.
11. Changes and governing law
We may update these terms from time to time. The version on our website when you book applies to that booking. These terms are governed by the law of England and Wales.