Terms & Conditions of Service
1. Who we are
Salveo Forma is the trading name of Debbie Richards, a sole trader (“Salveo Forma”, “we”, “us”, “our”). We arrange home physiotherapy and occupational therapy across Dorset, Hampshire, Wiltshire, and Somerset & Avon.
You can contact us by phone on 07384 590177 or by email at Debbie.richards@salveo-forma.com. Our trading address is available on request.
2. About these terms
These terms apply to your use of our website (www.salveo-forma.com) and to the physiotherapy and occupational therapy services we arrange for you. By booking an appointment or using our website, you agree to these terms. Please read them carefully — and if anything is unclear, just ask. Nothing in these terms affects your statutory rights as a consumer.
3. Our therapists
Our HCPC-registered physiotherapists and occupational therapists are self-employed practitioners engaged by Salveo Forma. Each therapist is individually responsible for the clinical care they provide and for maintaining at all times:
- Their HCPC registration and membership of the Chartered Society of Physiotherapy or Royal College of Occupational Therapists (as applicable);
- Their own professional indemnity and medical malpractice insurance; and
- An Enhanced DBS check.
We verify each therapist’s registration and insurance before they see clients, and we carefully match you with the therapist best suited to your condition and goals. Responsibility for clinical assessment, diagnosis and treatment rests with your treating therapist, who holds their own professional indemnity cover for that care.
4. Booking your appointment
Following your booking request, we will confirm the details of your appointment, including the date, time and your assigned therapist. Your first appointment is a comprehensive home assessment, after which your therapist will agree a personalised treatment plan with you.
5. Consent to assessment and treatment
Your therapist will not begin any assessment or treatment without your consent. Consent is usually given verbally; for some interventions (such as acupuncture) written consent will be requested. You may decline any proposed treatment, or withdraw your consent and stop a session at any time, without affecting your future care.
Where a client lacks capacity to consent, we will follow the Mental Capacity Act 2005 and work with family members, carers or legal representatives as appropriate.
We will ask for your separate permission before taking photographs or video, and before sharing reports or treatment information with your GP, consultant, case manager, insurer or other professionals involved in your care.
6. Chaperones and family members
You are very welcome to have a family member, friend or carer present during any appointment. If you would like a chaperone for any part of your assessment or treatment, please tell us when booking and we will be happy to arrange this.
7. Cancellation policy
We understand you may need to cancel at short notice due to illness or unexpected events, and we will always try to be flexible. However, to keep the service running fairly for everyone:
- There is no charge for appointments cancelled with more than 48 hours’ notice.
- For cancellations between 48 and 24 hours before the appointment, 50% of the appointment fee is charged.
- For cancellations within 24 hours of the appointment, the full appointment fee is charged.
- If your therapist arrives at your home and cannot gain access, or the visit cannot go ahead, the full appointment fee plus any pre-agreed travel expenses will be charged.
If a significant number of appointments are cancelled, we will contact you to discuss and agree a way forward. If your therapist has to cancel, we will offer an alternative appointment as soon as possible and no fee will be charged.
8. Your home environment and safety
Because treatment takes place in your home, we ask for your help in keeping visits safe and comfortable for you and your therapist:
- Please ensure someone is available to let the therapist in at the agreed time.
- Please keep dogs and other pets in a separate room during the session.
- Please keep the room used for treatment smoke-free during the visit.
We operate a zero-tolerance policy towards abusive, aggressive or threatening behaviour. A therapist may end a session immediately if they feel unsafe, and the full session fee will remain payable.
9. Travel fees
A complimentary travel allowance covers journeys of up to 5 miles from your therapist’s home location. Beyond this radius, mileage is charged at £2.00 per mile one way, reflecting the actual distance travelled — for example, if you live 10 miles away you may be charged £10. Any travel charge is agreed with you before your visit. If your therapist is visiting other clients in the same area, the travel charge may not apply.
10. Equipment and aids
Your therapist may recommend equipment, aids or home adaptations to support your independence. Where equipment is purchased from a third-party supplier, your contract for that purchase is with the supplier, and we are not responsible for third-party products. Your therapist will always explain their recommendations and the options available to you.
11. Documentation and reports
Standard note-writing and administration time is included in the price of your session and is completed after your appointment. Complex administrative work — such as detailed therapeutic assessments, care plans, case reports or equivalent — is charged additionally and will always be agreed with you before the work is carried out.
12. Fees and payment
Your contract for the services is with Salveo Forma, and all payments are made to Salveo Forma. The initial assessment has a set fee, and follow-up appointments are charged based on the time your therapist spends with you. Current prices are shown on our prices page.
- Invoices are issued monthly and can be provided by email or in hard copy, as you prefer.
- We accept bank transfer and cheque.
- Invoices must be paid within 30 days of receipt.
If an invoice remains unpaid when due, we may pause further appointments until the account is settled, and you will be responsible for reasonable costs we incur in recovering overdue amounts. Service rates are reviewed periodically and you will always receive advance notice of any changes.
13. Private medical insurance
BUPA is accepted, and we can invoice your insurer directly. Please tell us before your first appointment if you wish to claim through insurance, and provide your membership details, policy number and any pre-authorisation code your insurer requires.
Before starting treatment, please confirm with your insurer that you are covered for your condition, and check any policy excess or fee cap that may apply. Responsibility for settling your account remains with you: if your insurer does not pay any part of an invoice, you will be responsible for the balance. Please note that insurers do not pay for missed appointments or late cancellations — any such fees are payable by you directly.
14. Availability of services
Service delivery may occasionally be affected by scheduled leave, professional development or holidays. Where an appointment is affected, we will propose alternative arrangements wherever possible.
15. Refusing or ending care
We reserve the right to decline or discontinue providing services where we consider this necessary — for example, where a clinical need falls outside our therapists’ expertise, where the safety of a client or therapist is at risk, or where these terms have been seriously or repeatedly breached. Wherever appropriate, we will discuss this with you first and suggest alternative sources of support.
16. Using our website
The content of our website is provided for general information only. It is not medical advice, and it is not a substitute for assessment or advice from a qualified health professional. If you are concerned about your health, please speak to your GP, call NHS 111, or contact us to arrange an assessment. In an emergency, call 999.
All content on our website — including text, images, logos and design — belongs to Salveo Forma or our licensors and is protected by copyright and trademark law. You may view and print pages for personal, non-commercial use, but you may not otherwise copy, reproduce or republish our content without our written permission.
Our website may link to third-party websites. These links are provided for convenience: we have no control over third-party sites and are not responsible for their content, and a link does not imply our endorsement.
We take care to keep website information accurate and up to date, but we do not guarantee that it is free from errors or omissions, and we may change website content at any time without notice.
17. Liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be excluded or limited under the law of England and Wales. Nothing in these terms affects your statutory rights as a consumer.
Clinical responsibility for your assessment and treatment rests with your treating therapist, who is a self-employed practitioner holding their own professional indemnity and medical malpractice insurance (see section 3). Any concern about clinical care should be raised with us in the first instance (see section 20) and we will help resolve it with the therapist concerned.
To the extent permitted by law, we are not liable for losses that are not a foreseeable result of our breach of these terms, for business losses, or for any loss arising from your reliance on general information published on our website. Our website is provided “as is” and we do not guarantee it will be uninterrupted or error-free.
18. Data protection
We handle your personal and medical information in accordance with the UK GDPR and the Data Protection Act 2018. Our therapists are bound by confidentiality obligations and process personal data only as required to deliver your care. Our full privacy policy is available here.
19. Changes to these terms
We review and update these terms periodically and reserve the right to amend them by publishing the updated version on our website. The terms in force at the time you book an appointment are the terms that apply to that appointment. Please check this page from time to time.
20. Feedback, comments and complaints
We value your feedback and use it to keep improving the service. Concerns, complaints or compliments can be emailed to Debbie Richards, Clinical Director, at Debbie.richards@salveo-forma.com, or raised by phone on 07384 590177. We will acknowledge any complaint promptly and work with you — and, where relevant, your therapist — to resolve it. If your concern relates to a therapist’s professional conduct, you may also contact the Health and Care Professions Council (HCPC).
21. Governing law
These terms are governed by the law of England and Wales. Any dispute arising out of or in connection with these terms or our services will be subject to the jurisdiction of the courts of England and Wales. If you are a consumer, you will always benefit from any mandatory provisions of the law of the country in which you live.