The details
MOYO 2026
Terms and Conditions
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.
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About the Service
Every consultation takes place over secure video with an HCPC-registered physiotherapist, available wherever you are. You'll receive a full assessment, clear clinical reasoning, and a rehabilitation plan built around your life, not tied to a clinic or a fixed location.
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Accepting these Terms
Booking a consultation with us means agreeing to these terms, whichever version is current at the time you book. We keep this page updated, so you always know where you stand.
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Eligibility
This service is built around accessibility, wherever you are in the UK, on your own schedule. You'll need to be 18 or over, based in the UK when you book and when you're seen, and able to take part safely from wherever you're able to connect.
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Scope and limitations
Online physiotherapy offers a level of accessibility in-person treatment simply can't, no travel, no waiting rooms, care that fits around your life rather than the other way round. It does, naturally, carry its own limitations compared with hands-on assessment, and outcomes vary from person to person. Where online treatment is no longer the right fit, we'll guide you toward the appropriate next step.
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Emergencies and Urgent symptoms
This service is not equipped to manage emergencies. If you experience severe or worsening symptoms, including chest pain, sudden neurological changes, loss of bladder or bowel control, or significant trauma, please contact emergency services on 999 or attend A&E without delay.
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Consent
By booking and attending your consultation, you're giving informed consent to treatment and confirming your understanding of what remote physiotherapy can, and can't, offer. That consent remains yours to withdraw at any point.
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Accuracy of information
The accuracy of the information you share with us, your symptoms, history, medication, and general health, directly shapes the safety and quality of your treatment.
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Use of advice and rehabilitation programs
Your rehabilitation programme and advice are prepared specifically for you and shouldn't be shared or used by anyone else. If anything feels unexpected or concerning as you progress, pause and get in touch.
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Appointments and attendance
Consultations take place over secure video, wherever suits you, provided you have a private space and a stable connection. Arriving late may mean your session still ends at its scheduled time.
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Cancellations and Missed appointments
Notice of 24 hours or more means you can reschedule at no cost. Shorter notice, or missing your appointment altogether, may incur a charge, though any cancellation caused by a technical issue on our side never will. Full detail is confirmed at the time of booking.
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Fees and Payments
Fees are confirmed at the point of booking and payable in advance. Completed consultations aren't refunded. If you're using private insurance, confirming your own cover and any shortfall remains your responsibility.
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Data protection and confidentiality
Your personal and health information is protected under both UK and EU data protection law, held securely through approved clinical systems based in the UK. Consultations are never recorded unless you've been told and have separately agreed. Full detail is set out in our Privacy Notice.
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Clinical records and End of Treatment
Your clinical records are retained in line with our professional and legal obligations, even once treatment has ended. You're welcome to request access to them, or ask that they be transferred, at any time.
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Clinical decision-making and escalation
Clinical responsibility for your treatment sits with your physiotherapist throughout. Where continuing online is no longer the right approach, treatment may be paused, escalated, or brought to a close.
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Treatment pathway
Booking and Initial Assessment
Once you've booked, you'll complete a short intake and consent form ahead of your first appointment. That first session is a full assessment over secure video with an HCPC-registered physiotherapist, wherever you happen to be, covering your history, a structured clinical screen, and a remote physical assessment.
Treatment Planning
From your assessment, we agree a treatment plan built around you, which might include exercise-based rehabilitation, education, ergonomic advice, and a defined programme of follow-up sessions.
Ongoing Sessions and Review
We check in on your progress at agreed points using structured outcome measures, and adjust your plan as needed based on how things are developing.
Discharge
Treatment comes to an end once your goals have been met, if online treatment stops being the right fit, or whenever you choose to stop. You'll always be told the reasoning behind it, clearly and at the right time.
After Discharge
Your records are kept in line with our Terms & Conditions. You're always welcome to book again in future, and you can ask for access to your records, or have them transferred, at any time.
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Limitation of Liability
Our responsibility is never limited where negligence, fraud, or serious harm is involved. Beyond that, our liability is limited to re-performing the service or issuing a refund, where the law requires it.
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Governing Law
These terms are governed by the laws of Scotland, with Scottish courts holding jurisdiction over any dispute. Your statutory consumer rights under UK law remain fully protected.
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Complaints
If you have a concern or wish to raise a complaint, please contact us at support@moyophysio.com in the first instance. Where a matter can't be resolved directly, you're able to escalate it to the Chartered Society of Physiotherapy or another relevant regulatory body.
Last updated:
Aug 2026
Any questions? Reach us at support@moyophysio.com.