Terms & Conditions
Equilibrium: Fitness and Rehabilitation Services
Last updated: [Insert date]
These Terms & Conditions set out the terms under which Equilibrium: Fitness and Rehabilitation Services provides rehabilitation, fitness and related services. By booking an appointment, purchasing a service or participating in a programme provided by Equilibrium: Fitness and Rehabilitation Services, you confirm that you have read, understood and agree to these Terms & Conditions.
1. About Equilibrium: Fitness and Rehabilitation Services
Equilibrium: Fitness and Rehabilitation Services provides sport rehabilitation, injury assessment, exercise rehabilitation, personal training, sport massage, falls prevention training, mobile/home appointments and, where offered, online coaching.
Services are provided by a BASRaT-registered Sport Rehabilitator and are delivered within the practitioner's professional scope of practice, qualifications and experience.
Equilibrium: Fitness and Rehabilitation Services is not an emergency medical service. Where a client's presentation or circumstances indicate that further medical assessment or treatment is required, the practitioner may recommend or arrange referral to an appropriate healthcare professional or service.
2. Services
Services may include, but are not limited to:
Injury assessment and rehabilitation
Exercise-based rehabilitation
Sport rehabilitation
Personal training
Sport massage
Falls prevention training
Mobile and home-based rehabilitation or fitness sessions
Gym or clinic-based appointments
Online coaching and exercise programmes, where offered
The specific service provided will depend on the client's individual requirements and will be discussed with the client before or during the appointment.
Equilibrium: Fitness and Rehabilitation Services reserves the right to decline, postpone or discontinue a service where it is considered inappropriate or unsafe to continue.
3. Booking and Appointments
Appointments may be booked through the available booking system, directly with Equilibrium: Fitness and Rehabilitation Services, or through another booking method made available by the business.
Clients are responsible for providing accurate and up-to-date contact information and any information reasonably required to arrange and provide the service.
An appointment is considered booked once it has been confirmed by Equilibrium: Fitness and Rehabilitation Services.
Clients are expected to attend appointments at the agreed time. Where an appointment is provided at a client's home, the client must ensure that the practitioner has reasonable access to the property and that a suitable and reasonably safe environment is available.
4. Initial Assessment and Consent
Where appropriate, an initial assessment will be undertaken before treatment, rehabilitation or exercise is provided.
Clients are expected to provide accurate and complete information regarding relevant medical conditions, injuries, symptoms, medication, previous treatment and any other information that may reasonably affect the provision of the service.
Clients must inform the practitioner of any relevant changes to their health or circumstances during the course of their treatment or rehabilitation.
Consent will be obtained before assessment, treatment or exercise is undertaken. Clients have the right to ask questions about any proposed assessment, treatment or exercise and may withdraw consent or ask for a session to stop at any time.
Equilibrium: Fitness and Rehabilitation Services may also stop or modify a session where the practitioner considers this necessary for the client's safety or wellbeing.
5. Rehabilitation and Exercise
Rehabilitation and exercise programmes are developed based on the information available at the time of assessment and may be adapted as the client's condition, goals or circumstances change.
While reasonable care will be taken when designing and delivering rehabilitation or exercise programmes, individual outcomes cannot be guaranteed.
Clients are responsible for following instructions provided by the practitioner and should not significantly increase the volume, intensity or frequency of prescribed activity without appropriate advice.
Clients should inform the practitioner if an exercise, treatment or activity causes unexpected, significant or concerning symptoms.
Exercise and physical activity carry inherent risks, including the possibility of temporary increases in symptoms, soreness, injury or other adverse effects. These risks will be considered as part of the assessment and rehabilitation process.
6. Client Responsibilities
Clients are responsible for:
Providing accurate and relevant information about their health, injuries and circumstances.
Informing the practitioner of any relevant changes to their health.
Following reasonable safety instructions provided during appointments.
Communicating any concerns, changes in symptoms or difficulties with their rehabilitation programme.
Using equipment and facilities in a safe and appropriate manner.
Following any reasonable instructions relating to home or mobile appointments.
Seeking appropriate medical advice where recommended.
Failure to provide relevant information or follow reasonable instructions may affect the suitability or effectiveness of a service.
7. Mobile and Home Appointments
For mobile or home appointments, the client is responsible for ensuring that the location is reasonably suitable and safe for the service being provided.
The practitioner may postpone, modify or terminate a home appointment where they reasonably consider the environment to present a significant safety risk.
Clients should ensure that reasonable access to the property is available at the agreed appointment time.
Where appropriate, clients should make the practitioner aware of hazards, pets, other individuals present at the property or any other circumstances that may affect the safe delivery of the appointment.
Travel time and availability may affect the areas in which mobile appointments can be provided.
8. Under-18s
Clients under the age of 18 must be accompanied by a parent or legal guardian during appointments unless otherwise agreed in advance.
Appropriate consent from a parent or legal guardian will be required before services are provided to a client under the age of 18.
Equilibrium: Fitness and Rehabilitation Services reserves the right to decline or postpone an appointment where appropriate parental/guardian consent or attendance is not available.
9. Payment and Fees
Fees for services will be communicated to the client before or at the time of booking.
Payment may be made using the payment methods offered by Equilibrium: Fitness and Rehabilitation Services, which may include:
Cash
Bank transfer
Payment via an invoice using Stripe
SumUp card payments
Other payment methods made available by the business
Unless otherwise agreed, payment is due in accordance with the payment terms communicated at the time of booking or invoicing.
Where a client has an outstanding balance, Equilibrium: Fitness and Rehabilitation Services reserves the right to request payment before providing further services.
10. Cancellation, Rescheduling and Missed Appointments
Equilibrium: Fitness and Rehabilitation Services operates a cancellation policy based on the amount of notice provided before the scheduled appointment time.
More than 48 hours' notice
Appointments cancelled more than 48 hours before the scheduled appointment time will not incur a cancellation charge.
Where payment has already been made, the client will be entitled to a 100% refund of the appointment fee.
Between 24 and 48 hours' notice
Appointments cancelled between 24 and 48 hours before the scheduled appointment time will incur a charge equivalent to 50% of the appointment fee.
Where the appointment has already been paid for, 50% of the appointment fee will be refunded.
Where payment has not yet been made, the client will be invoiced or otherwise required to pay the applicable 50% cancellation charge.
Less than 24 hours' notice
Appointments cancelled less than 24 hours before the scheduled appointment time will incur the full appointment fee.
Where payment has already been made, no refund will normally be provided.
Where payment has not yet been made, the full appointment fee will remain payable.
Non-attendance
Failure to attend an appointment without providing notice will be treated as a cancellation with less than 24 hours' notice and the full appointment fee will be payable.
Exceptional circumstances
We recognise that exceptional circumstances can occasionally prevent a client from attending an appointment.
Where a cancellation or non-attendance is due to exceptional circumstances outside the client's reasonable control, the cancellation charge may be waived.
Examples may include sudden illness, medical emergencies, serious family emergencies or other significant unforeseen circumstances. This list is not exhaustive.
Equilibrium: Fitness and Rehabilitation Services reserves the right to reasonably assess whether circumstances constitute an exceptional circumstance.
11. Late Arrival
Clients are expected to arrive or be ready for their appointment at the agreed time.
Where a client arrives late, the appointment will normally still finish at the originally scheduled time. The practitioner will use the remaining appointment time as effectively as possible.
An appointment will not normally be extended or partially refunded because of a client's late arrival.
Where the practitioner is delayed, for example due to traffic, an unavoidable delay at a previous appointment or another circumstance outside their reasonable control, reasonable efforts will be made to provide the full appointment time where possible.
12. Cancellation by Equilibrium: Fitness and Rehabilitation Services
Equilibrium: Fitness and Rehabilitation Services reserves the right to cancel, postpone or rearrange an appointment where this is reasonably necessary, including due to illness, emergencies, unsafe conditions, travel disruption or other circumstances outside the practitioner's reasonable control.
Where Equilibrium: Fitness and Rehabilitation Services cancels an appointment and the client has already paid, the client will be offered either:
A rearranged appointment; or
A full refund of the appointment fee.
No additional compensation will normally be payable as a result of an appointment being cancelled or rearranged.
13. Medical Advice, Referral and Scope of Practice
Equilibrium: Fitness and Rehabilitation Services provides services within the practitioner's professional scope of practice.
Where appropriate, the practitioner may recommend that a client seeks further assessment or treatment from another healthcare professional, which may include a GP, physiotherapist, consultant, pharmacist, emergency service or other appropriate professional.
Clients remain responsible for seeking appropriate medical attention where required and should not rely on Equilibrium: Fitness and Rehabilitation Services as a substitute for emergency medical care.
Where the practitioner considers that continuing with a service may be inappropriate or unsafe, they may modify, postpone or discontinue the service.
14. Sport Massage
Sport massage and related soft-tissue techniques will be provided where considered appropriate following consideration of the client's presentation and relevant history.
Clients must disclose relevant injuries, medical conditions, medication and other information that may affect the suitability of massage.
Massage may cause temporary soreness, tenderness, bruising or other short-term responses. Clients should inform the practitioner of any concerns during or following treatment.
The practitioner may decline or modify massage where it is considered unsuitable or where further medical assessment is recommended.
15. Falls Prevention Training
Falls prevention training is designed to support strength, balance, confidence, mobility and functional ability where appropriate.
The client must provide accurate information regarding falls history, mobility, medical conditions, medication and relevant limitations.
Where necessary, the practitioner may recommend further assessment by an appropriate healthcare professional before or alongside falls prevention training.
Exercises will be adapted to the client's abilities and circumstances, but physical activity carries inherent risks and outcomes cannot be guaranteed.
16. Online Coaching
Where online coaching services are offered, clients will be provided with relevant information regarding the specific service, fees, programme structure and communication arrangements before purchase.
Online coaching may include exercise programmes, educational resources, remote communication and progress monitoring.
Online coaching cannot replace an in-person assessment where an in-person assessment is clinically or otherwise reasonably required.
Equilibrium: Fitness and Rehabilitation Services reserves the right to recommend an in-person assessment or referral where this is considered necessary.
17. AI-Assisted Clinical Documentation
Equilibrium: Fitness and Rehabilitation Services may use an artificial intelligence (AI)-assisted documentation or note-taking platform to assist with the preparation of clinical or appointment records.
Where AI-assisted documentation is used, clients will be informed in accordance with the business's privacy and consent procedures.
Clients have the right to request that AI-assisted documentation is not used during their appointment, and an alternative method of record keeping will be used where reasonably practicable.
AI tools are used as an aid to documentation and do not replace the practitioner's professional judgement, clinical assessment or responsibility for the accuracy and appropriateness of client records.
Further information regarding the processing and protection of personal information is provided in the Equilibrium: Fitness and Rehabilitation Services Privacy Policy.
18. Confidentiality and Client Records
Information provided by clients will be treated confidentially and handled in accordance with applicable data protection and privacy legislation.
Appropriate records will be maintained where necessary for the provision of services, continuity of care, professional requirements, insurance purposes and other legitimate business or legal purposes.
Further information regarding the collection, use, storage and retention of personal information is provided in the Privacy Policy.
19. Liability
Equilibrium: Fitness and Rehabilitation Services will provide services with reasonable care and skill and within the practitioner's professional scope of practice.
Nothing in these Terms & Conditions is intended to exclude or limit liability where doing so would be unlawful.
Clients acknowledge that participation in physical activity, rehabilitation, exercise and massage carries inherent risks. Clients are expected to provide accurate information and communicate any relevant concerns or changes in their condition.
Equilibrium: Fitness and Rehabilitation Services will not be responsible for losses arising from inaccurate or incomplete information provided by a client, failure to follow reasonable instructions, or circumstances outside the reasonable control of the business, except where liability cannot lawfully be excluded.
20. Complaints
Equilibrium: Fitness and Rehabilitation Services aims to provide a professional, safe and effective service.
If a client has a concern or complaint, they should raise it with Equilibrium: Fitness and Rehabilitation Services as soon as reasonably possible so that the matter can be investigated and addressed appropriately.
Complaints will be treated seriously and handled fairly and confidentially.
Where appropriate, clients may also have access to relevant professional or regulatory complaints procedures.
21. Changes to Services and Terms
Equilibrium: Fitness and Rehabilitation Services reserves the right to update its services, fees, booking arrangements and these Terms & Conditions from time to time.
The version of the Terms & Conditions applicable at the time of booking will normally apply to that appointment or service.
Where significant changes are made to these Terms & Conditions, the updated version will be made available through the business website.
22. Acceptance of These Terms & Conditions
By booking or participating in an appointment, programme or other service provided by Equilibrium: Fitness and Rehabilitation Services, the client confirms that they have had an opportunity to read these Terms & Conditions and agree to comply with them.
Where a client is under 18, acceptance and consent will be provided by their parent or legal guardian where required.
If a client does not agree to these Terms & Conditions, they should not book or participate in the relevant service.
Equilibrium: Fitness and Rehabilitation Services
BASRaT Registered Sport Rehabilitator
Terms & Conditions last updated: 19/08/2026