Terms and Conditions


Our goal is to deliver an exceptionally friendly and prompt, professional service providing you with the best care. Our experience tells us that there are some key areas we need to focus on to ensure that you receive the greatest benefit from our services.

Mobile Phones: Out of respect for others, please turn off your mobile phone.

Recovery: Remember that healing and recovery takes time and not everyone heals/recovers at the same rate. If at any time during your care, you do not feel that you are responding as well as expected we would ask that you discuss this with your physiotherapist. We want you to get the most from your care at Manual Med.

Excellence in Physiotherapy: In order to continue to provide the best, most up to date physiotherapy care available we travel periodically to conferences and seminars and do training courses.

Fees and Your Account: Fees for patients are due at the time of service. You will have to paid deposit fee when you book first appointment with us (Deposit Terms and Conditions).

Referrals: The greatest compliment we can receive is the referral of a friend or family member. The referral of your family and friends is much appreciated as it will both sets them on the road to recovery and wellbeing and plays a vital role in the success of our business.

Appointment Scheduling: Your physiotherapist will outline a recommended action plan as the best plan for your injury. You will achieve the maximum results when you keep your recommended action plan to this schedule. Therefore, to receive the most out of your care and to save time we ask that you schedule your appointments in advance.

Missed Appointments: Missed appointments will set you back in your recovery, so we ask that wherever possible you keep all your appointments. If an appointment must be changed, 24 hours notice is appreciated. If less than 24 hours notice is given for a cancellation, a cancellation fee may be charged. Consideration will be given for unavoidable circumstances. This fee is not covered by compensable bodies and must be paid by the patient. People who repeatedly miss or reschedule appointments will regretfully be discharged from care as we realise you will not reach your health goals and we do not wish to waste your time.


  1. You have to pay full amount of planned visits to receive a discount.
  2. You get discount 10% off treatment when you buy a package of 10 treatments.
  3. You get 1 treatment for FREE, when buy more than 10 visits carnet
  4. Carnet can be used only by person named on it.
  5. You have to use carnet within 4 months from the date of issued.
  6. Carnet can be used only in Manual Med practise.

Booking fee:

  1. Manual Med is required booking fee of £30.
  2. Booking fee can be paid in by cash or card in person or by card over the phone or via bank transfer.
  3. Booking fee will be deducted on the last visit.
  4. Manual Med reserve the right to keep booking fee if you will not come to booked visit or cancel it in the same day.
  5. You can cancel or reschedule your visit at least 24 hours earlier to keep your booking fee.
  6. Booking fee is valid on your account for 6 months from the date of your last treatment and can be renew after this time if you continue treatment in Manual Med.

Complaint policy

We aspire to provide the highest standard of service possible and to make your visits as pleasant as we can. However, if you have a complaint or any concerns about the service you have received from any of our staff, please let us know. For such circumstances, we have a complaints policy in place.

How to make your complaint
If you were unhappy with your visit we would encourage you to discuss this with your treating specialist and give them the opportunity to sort things out with you. If this does not resolve the issue, you can give your complaint in writing personally, send it by post:
Manual Med
179B Bilton Road
UB6 7HQ London,

or send your concerns on our email: info@manualmed.co.uk

What is the next step?
We realise that it is important to try to resolve complaints quickly, so we will investigate and provide a full explanation within 15 working days of receiving your complaint. If this is not possible we will explain why and give you a date by which you can expect a full reply.

£10 discount offer:

  1. A £10 discount will be issued to each Manual Med patient who recommends a friend who book an appointment and pay for their Manual Med treatment.
  2. Referenced person should enter in registration form the name of a person who recommended her/him.
  3. There is no limit to the number of friends that can be referred.
  4. There is no limit to the amount of the £10 discount that can be used (only one on each visit).
  5. Manual Med ‘Recommend a friend’ offer has no cash redemption value.
  6. Each £10 discount can only be used once and by the person who referred a friend.
  7. This referral offer is valid on all treatments in Manual Med.
  8. Not to be used in conjunction with any other Manual Med promotion, offer, discounts or carnets.