The details
MOYO 2026
Complaints Procedure
The practical detail behind every session. How bookings work, what happens if plans change, and where you stand throughout your time with us. Read alongside our Privacy Notice for the full picture.
01 —
About the Service
We provide online physiotherapy consultations delivered via secure video by HCPC-registered physiotherapists. Services include assessment, clinical reasoning, education, exercise-based rehabilitation, ergonomic advice, follow-up consultations, and discharge planning, where clinically appropriate.
All services are delivered remotely. No in-person or hands-on treatment is provided. Clinical diagnosis is provided where appropriate, within the scope of physiotherapy practice.
02 —
Accepting these Terms
These Terms & Conditions constitute the entire agreement between you and us in relation to the online physiotherapy services. By booking or purchasing a consultation, you confirm that you have read, understood, and agree to be bound by these terms.
We may update these Terms & Conditions from time to time. The version in force at the time of booking will apply.
If you do not agree with these terms, you must not book or use the service.
03 —
Eligibility
By using the service, you confirm that:
You are aged 18 years or over
You are physically located in the United Kingdom at the time of booking and consultation
You are able to engage safely in a video consultation and self-managed rehabilitation
Access to the service is not permitted from outside the United Kingdom.
We reserve the right to decline, pause, or discontinue treatment if eligibility criteria are not met or if online physiotherapy is not clinically appropriate.
04 —
Scope and limitations
Online physiotherapy is not a substitute for in-person assessment. While treatment is provided in line with professional standards and current evidence, remote assessment has inherent limitations.
Outcomes cannot be guaranteed and individual responses to rehabilitation vary.
Where online treatment is no longer suitable, escalation to appropriate in-person or medical services will be advised.
05 —
Emergencies and Urgent symptoms
This service does not provide emergency or urgent treatment.
If you experience severe, worsening, or concerning symptoms (including but not limited to chest pain, sudden neurological changes, loss of bladder or bowel control, or significant trauma), you must contact emergency services (999) or attend A&E immediately.
06 —
Consent
Consent is actively confirmed during the booking process. By booking and attending a consultation, you provide informed consent to receive online physiotherapy and acknowledge the limitations of remote physiotherapy treatment.
Consent is ongoing and may be withdrawn at any time. If consent is withdrawn, treatment will stop and appropriate advice or signposting will be provided.
07 —
Accuracy of information
You are responsible for providing complete, accurate, and up-to-date information about your symptoms, medical history, medications, and health status.
Failure to do so may affect clinical decision-making and safety.
08 —
Use of advice and rehabilitation programs
Advice and rehabilitation programmes are provided for your personal use only. They must not be shared or applied to others.
If you experience unexpected pain, deterioration, or concern, you should stop and seek appropriate advice.
09 —
Appointments and attendance
Appointments are delivered via secure video consultation. You are responsible for ensuring suitable technology and a safe, private environment.
Late arrival may result in the consultation ending at the scheduled time.
10 —
Cancellations and Missed appointments
Appointments cancelled with 24 hours' notice may be rescheduled without charge. Late cancellations and non-attendance may be chargeable.
Where cancellation is due to technical failure on our side, no charge will apply.
Full cancellation details are provided at booking.
11 —
Fees and Payments
Fees are displayed at booking and are payable in advance. Refunds are not provided for completed consultations.
Where private medical insurance is used, you remain responsible for confirming cover and paying any shortfall.
12 —
Data protection and confidentiality
Personal and health data are handled in accordance with UK GDPR and EU GDPR. Clinical records, consent, payments, and consultations are managed through secure, approved clinical systems hosted within the UK.
Consultations are not recorded unless explicitly stated and separately consented to.
Full details of how your data is stored, used, and protected are set out in our Privacy Notice.
13 —
Clinical records and End of Treatment
Clinical records are retained in accordance with professional and legal obligations following the end of treatment or if the therapeutic relationship ends.
You may request access to your records or ask for them to be transferred at any time.
14 —
Clinical decision-making and escalation
Physiotherapists retain professional responsibility for clinical decision-making.
Treatment may be escalated, paused, or ended where ongoing online treatment is no longer clinically appropriate.
15 —
Treatment pathway
Booking and Initial Assessment
Following booking, you will be asked to complete intake and consent forms in advance of your first appointment. Your initial assessment is conducted via secure video by an HCPC-registered physiotherapist, involving a structured history, clinical screening, and remote physical assessment.
Treatment Planning
Based on your initial assessment, a personalised treatment plan is agreed with you, which may include exercise-based rehabilitation, education, ergonomic advice, and a defined programme of follow-up sessions where appropriate.
Ongoing Sessions and Review
Progress is reviewed at agreed intervals using structured outcome measures. Your treatment plan may be adjusted based on your progress and clinical presentation.
Discharge
Treatment concludes when agreed clinical goals have been met, where online treatment is no longer clinically appropriate, or where you choose to end treatment. You will be informed of the reasoning for discharge at the appropriate stage.
After Discharge
Your clinical records are retained in accordance with the Clinical Records and End of Treatment section of our Terms & Conditions. You are welcome to book again in future should you require further treatment, and you may request access to or transfer of your records at any time.
16 —
Limitation of Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.
Subject to this, liability is limited to re-performance of the service or a refund of the relevant fee where legally required.
17 —
Governing Law
These Terms & Conditions and any non-contractual obligations are governed by the laws of Scotland.
Subject to mandatory consumer protection law, the courts of Scotland have exclusive jurisdiction.
Nothing in this clause limits statutory consumer rights available under UK law.
18 —
Complaints
If you have any concerns or wish to make a complaint about the service, please contact us at support@moyophysio.com in the first instance. If the matter cannot be resolved, you may escalate the complaint to the Chartered Society of Physiotherapy (CSP) or other relevant regulatory body.
Last updated:
Aug 2026
Any questions? Reach us at support@moyophysio.com.