Business: Brightside Physio Ltd
Company number: 12878646
Clinic address: 4 Mitchells Corner, Boscawen Road, Perranporth, Cornwall TR6 0EW
Contact: paula@brightsidephysio.co.uk / 07757 219910
Policy owner: Paula Bright, Director / Physiotherapist
Applies to: Patients booking or receiving Brightside Physio services
Version: V1.2
Last updated: March 2026
1. About These Terms
These Terms & Conditions set out how Brightside Physio Ltd provides physiotherapy, rehabilitation and related services. Brightside Physio is a sole director, 0-worker MSK physiotherapy business led by Paula Bright. Services are provided directly by Paula as the clinical practitioner and Director. By booking or attending an appointment, you agree to these terms.
Brightside will provide services in line with relevant professional, legal and ethical duties, including HCPC standards, CSP professional values, UK GDPR and confidentiality duties, the Equality Act 2010, safeguarding and duty of care expectations.
Brightside’s wider business approach is guided by its B Corp impact commitment to balancing people, planet and profit in a practical and proportionate way. Where relevant, Brightside aims to consider ILO framework principles, including dignity, non-discrimination and safe working conditions, in future worker, contractor, supplier or business relationships.
2. Services Provided
Brightside provides MSK physiotherapy and rehabilitation services, including assessment, treatment, movement analysis, rehabilitation planning, education, coaching, self-management support and onward referral or signposting where clinically appropriate.
Brightside works with adults and older children (with parent or guardian consent). Where specialist/ paediatric opinion is appropriate, Brightside will make the relevant recommendations or referral.
Brightside’s approach is whole-person, evidence-informed and active. Treatment may include hands-on techniques, breathing strategies, guided rehabilitation movement and exercises, strength and conditioning prescription, education, self-management and lifestyle advice where clinically appropriate.
Brightside does not provide emergency medical care. If you have urgent symptoms or a medical emergency, contact NHS 111, 999, your GP, or another appropriate medical service.
3. Appointments and Booking
Appointments must be booked in advance and are subject to availability.
Current appointment types and fees are shown on Brightside’s website, booking system or appointment communication. Fees may be updated from time to time.
Online booking may only be available for some appointment types. If you are unsure what to book, please contact Brightside directly.
4. Cancellation Policy
If you are unable to attend your appointment, please text or email as soon as possible.
Cancellations made with more than 24 hours’ notice will not incur a charge.
Cancellations made with less than 24 hours’ notice may be charged at the full appointment rate.
Exceptional circumstances can be discussed individually. Brightside will apply this fairly and proportionately, but repeated late cancellations or missed appointments may affect future bookings.
5. Fees and Payment
Payment is due at the time of the appointment unless otherwise agreed in advance. New patient appointments booked online require pre-payment.
Unless agreed otherwise in writing, the patient is responsible for payment of all appointment fees. If a patient chooses to claim through an insurer or third party, they remain responsible for any fees or unpaid balance not covered by that insurer or third party.
Brightside Physio may pause further bookings until outstanding fees have been paid.
6. Medical Information and Consent
Patients must provide accurate and relevant medical, injury, medication and health information before and during treatment.
Please tell Brightside if:
- your symptoms change;
- you feel unwell, dizzy, unsafe or in increased pain;
- you have had a new injury, illness, diagnosis, medication change or surgery;
- you are pregnant or may be pregnant;
- you have any condition that may affect safe assessment or treatment.
Brightside will explain assessment and treatment options clearly and will seek informed consent before and throughout your treatment. You have the right to pause, decline or withdraw consent at any time.
Brightside may adapt, pause, stop, refuse, refer or signpost if treatment is not clinically appropriate, safe, within scope of practice, or suitable for your needs.
7. Clinical Outcomes and Patient Responsibility
Brightside will provide safe, evidence-informed physiotherapy within Paula’s professional scope of practice.
Brightside does not guarantee specific outcomes. Brightside’s service is designed to contribute to positive health outcomes, but recovery and progress depend on individual factors, including health history, symptoms, diagnosis, participation, wider health, attendance, self-management, rehabilitation adherence, access to other support, and circumstances or resources outside Brightside’s control.
Patients are responsible for following agreed advice safely, asking questions if unsure, and telling Brightside if exercises, treatment or advice are causing concern.
Patients are required to inform Brightside before the appointment by email to allow enough time to prepare, if they have any additional or specific needs including but not limited to where safe, practical and proportionate:
- Adaptations
- Resources including visual or hearing impairments
- Special provision for disability or neurodiversity
- Chaperone
- And any other reasonable adjustments not listed
8. Confidentiality and Data Protection
Brightside will handle personal and health information in line with UK GDPR, the Data Protection Act 2018, professional confidentiality duties and Brightside’s Privacy information.
Patient records may include contact details, health information, appointment notes, assessment findings, treatment plans, correspondence, payment-related information and outcome or feedback responses.
Information will only be used or shared where there is a lawful, professional, safeguarding, insurance, legal or patient safety reason to do so. Where possible and appropriate, Brightside will discuss information sharing with you first.
Patients may request access to their records in line with data protection rights.
9. Safeguarding, Equality and Respectful Behaviour
Brightside will act where there is a concern about the safety or wellbeing of a child, vulnerable adult or person at risk. Brightside aims to provide care in a fair, respectful, inclusive and non-discriminatory way. Reasonable adjustments will be considered where safe, practical and proportionate.
Patients, visitors and professional contacts are expected to behave respectfully. Brightside will not tolerate discrimination, harassment, bullying, abusive behaviour, threatening behaviour, sexually inappropriate behaviour or conduct that compromises safety, dignity or professional boundaries.
Brightside may pause, end or refuse an appointment where this is necessary to protect the patient, practitioner or others.
10. Health, Safety and Infection Control
Brightside will take reasonable steps to provide a safe, clean and suitable clinic environment.
Patients must follow reasonable safety instructions during appointments and use the clinic, equipment, access routes, toilet facilities, parking areas and EV charging areas responsibly.
Please do not attend in person if you have a relevant infectious illness or symptoms that may create a risk to others. Contact Brightside as soon as possible to discuss whether the appointment should be rearranged.
11. Website, Content and Communications
Brightside’s website is provided for general information, booking, contact and service information.
Website content, social media content, blogs, educational posts or general advice do not replace individual physiotherapy assessment, diagnosis or medical advice.
Brightside aims to keep website information accurate and up to date, but services, prices, appointment availability, content and policies may change.
Brightside may contact patients by email, phone, text or booking-system message about appointments, clinical care, payment, feedback, important notices or related administration.
Marketing messages will only be sent where consent has been given or where otherwise lawful. You can opt out of marketing communications at any time.
12. External Links and Website Materials
Brightside’s website may contain links to third-party websites or resources. These are provided for convenience or information only. Brightside is not responsible for the content, accuracy, availability or privacy practices of external websites.
Website content, images, text and materials must not be copied, reused or adapted for commercial use without permission, unless otherwise stated.
Patients should not use email, text or website contact forms for urgent medical emergencies.
13. Complaints, Concerns and Feedback
Brightside takes feedback, concerns and complaints seriously. If you have a concern, please contact Paula directly by email or by speaking to her. Brightside will listen, review the concern proportionately, respond fairly, correct mistakes where appropriate, and record learning or actions where relevant. Brightside aims to acknowledge serious concerns or complaints within 10 business days where practical, unless a shorter timeframe is required by clinical risk, safeguarding, legal or professional duties.
Where needed, Brightside may seek advice from an insurer, professional body, safeguarding service or regulator. If a matter cannot be resolved directly, patients may be able to raise concerns with relevant professional or regulatory bodies, including the HCPC where appropriate.
Raising a concern, apologising where appropriate, or making an improvement does not automatically mean Brightside accepts legal liability.
14. Changes, Ending or Refusing Services
Brightside may update services, pricing, policies or these Terms & Conditions where needed. Reasonable notice will be given where practical for significant changes.
Either Brightside or the patient may end treatment with reasonable notice.
Brightside may pause, refuse or end services where:
- treatment is not clinically appropriate or safe;
- the patient’s needs are outside Brightside’s professional scope;
- required medical information is incomplete or inaccurate;
- payment obligations are not met;
- behaviour is abusive, discriminatory, threatening, inappropriate or unsafe;
- professional boundaries are compromised;
- where there is a perceived conflict of interest;
- safeguarding, legal, insurance or professional concerns require it.
Where appropriate, Brightside aims to explain the reason and signpost to another service.
15. Liability
Brightside will provide services with reasonable care, skill and professional judgement. Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. Brightside is not responsible for loss or damage to personal belongings brought to the clinic, except where caused by Brightside’s negligence. Patients are responsible for using advice, exercises and self-management guidance safely and for seeking clarification if unsure.
16. Governing Law and Related Information
These Terms & Conditions are governed by the laws of England and Wales.
These terms should be read alongside Brightside’s related information where
relevant, including:
- Website Privacy Statement;
- Patient Privacy Statement;
- Health & Safety Policy;
- Code of Ethics;
- EDI & Anti-Discrimination Policy;
- Customer Stewardship & Ethical Marketing Policy;
- Complaints information;
- Consent and clinical record processes.
17. Contact
Brightside Physio Ltd
4 Mitchells Corner, Boscawen Road
Perranporth, Cornwall TR6 0EW
Email: paula@brightsidephysio.co.uk
Phone: 07757 219910
Company number: 12878646
Last updated: March 2026
18. Version Control
Version 1.0
Created by Paula Bright (Founder)
March 2025
Document adopted and active. Documents Brightside Physio’s existing approach to clear patient communication, appointment management, fees, cancellations and professional service boundaries.
Version 1.2
Created by Paula Bright (Founder)
April 2026
Annual review completed. Updates made to reflect current business practice, patient communication, booking/payment processes and how the terms are applied in practice.