VURB - Policies, Terms and Conditions

The following policies apply to Vurb Physio bookings and clients


1.      Cancellations require more than 24 hours notice

Please allow 24 hours notice of cancellation. In the event of a missed appointment or less than 24 hours notice of cancellation, the full price of treatment will be charged. If you are claiming for treatment through your medical insurer, they will not pay the cancellation charge and you will be liable for this payment.


2.      All bookings are subject to availability

All bookings are subject to change depending upon therapist availability and requested location of treatment. In the event that the requested treatment time is no longer available, we will endeavour to provide an appointment at the earliest opportunity.


3.      Clients must attend on specified time and location allocations

Clients must attend on the specified time and location allocations. Please note that if you are late for your appointment, your treatment time may be reduced.

Special Offers

4.      Only 1 special offer may be used per booking

Only one special offer may be used per booking. No special offers may be used in conjunction with another.


5.      We welcome both personal and open feedback

If you would like to personally let us know about something you really like about our service or something you think would help us to continually improve, then please feel free to get in touch by email or call 07970505390 and we will aim to continually improve our services, as appropriate. We'll let you know when any improvements that you have suggested are implemented.

We welcome reviews that inform potential customers about your experience at Vurb physio. The main channels that we recognise are:

Yell reviews

Trip Advisor Reviews

Facebook reviews

Google reviews


6.      We aim to provide an initial response to a complaint within 24 hours of receiving an email or message

If you have a formal complaint, please call 07970 505390 and email us in writing. We endeavour to reply within 24 hours.

If you have a complaint about information processing and we have not responded within 30 days, you can complain to ICO, Wycliffe House, Water Lane, Wilmslow, SK9 5AF Telephone +44 (0)303 123 1113 or email: https//ico.org.uk/global/contact-us/email/

Medical Records

7.      Contact us if you require access to your medical records

If you require access to your medical records, please call or email us. We aim to arrange these for you within 30 days of the request. We may request the following forms of identification: a copy of your driving license, your passport or birth certificate as well as a utility bill not older than 3 months old.

Mobile Treatments

8.      Mobile treatments require travel and set up/pack down time and therefore cost more and therefore currently are only in a 15 mile radius of Perranporth.

Vurb Physio mobile treatments cannot be carried out for the same cost as a standard Vurb Physio 'initial Assessment' or follow up treatment. This is due to the additional time spent preparing to travel, travelling, setting up, packing down and return travelling from the mobile location. E.g. A mobile massage allows for 30mins travel and set up, 1 hour treatment time and 30 mins pack down/return travel time. If locations require further travelling time, either the treatment duration is decreased or further payment is required for the therapist to travel the increased timescale/distance.

During Pandemics such as the COVID 19 outbreak we may have to gather further details prior to being able to attend a mobile treatment session and may require additional PPE. This may affect our ability to undertake the mobile treatment option.


9.      Children under 18 or vulnerable adults must be chaperoned by an adult guardian, otherwise our therapists will be unable to accept attendance.

Vurb Physio mobile and clinic treatments cannot be carried out for children under 18 or vulnerable adults without a responsible adult chaperone being present, due to Safeguarding procedure requirements. Children or vulnerable adults attempting to attend without a chaperone will not be allowed to enter the clinic treatment rooms and cancellation/non-attendance policies apply.

Even if you perceive you are outside of the under 18 or vulnerable status you are typically welcome to bring along a chaperone to your sessions. However, during the Pandemics such as COVID-19 you are requested to only bring a chaperone if wearing all appropriate Personal Protective equipment and have not been experiencing symptoms in the past 14 days, prior to treatment.

Right to Decline Treatment

10.      All patients have the right to decline or cease a treatment, rehabilitation plan or communications from their Physiotherapist. Please inform us of this explicitly in email to vurbphysio@gmail.com

The physiotherapist will provide you with, what they deem, the most appropriate treatment and rehabilitation plan within their skills and knowledge from the assessment they have undertaken. They will help advise on the risk and benefits, as well as alternative options. There is a risk of regression with or without treatment and feeling soreness or aching is a normal response to exercise plans. Benefits of treatments and rehabilitation will fluctuate ovetime, but should show a pattern of progression in the right direction towards your goals. If the current plan results in a plateau or regression of symptoms, the Physiotherapist will modify the plan to meet your needs.


11.      Patients may be referred to other clinicians when deemed appropriate by a Physiotherapist.

Physiotherapists are required to refer a patient to another professional such as a Physiotherapist with a particular specialisation or another medical professional in certain situations. This may occur if your symptoms plateau despite best practice physiotherapy treatment, if you have presented with clear 'Red Flag'  symptoms that require clearance from another medical professional or if treatment of symptoms is beyond the scope of practice of your Physiotherapist. Refunds will not be issued due to your therapist referring you after attending a Vurb Physio Appointment.  If the patient identifies a presenting complaint upon booking the appointment that is clearly beyond the scope of the practising Physiotherapists at Vurb Physio, then it is our policy to highlight this to the patient and advise that attendance to an alternative professional may be more appropriate and no charge is incurred at this stage.

Personal Data

12.      When proceeding through the booking process you are agreeing to the following:

A)For the purposes of providing treatment our physiotherapists will require detailed medical information. We will collect relevant information for assessment and treatment. We will make notes which may include details concerning your medication, assessment, treatment and other issues affecting your health. This data is held securely, is not shared with anyone not involved in your treatment. Although for data storage purposes it may be held by pre-vetted staff who adhere to our data protection policy or database providers. To be able to process your personal data, it is a condition of any treatment that you give your explicit consent to allow Physiotherapists to document and process your personal medical data. Contact details provided by you, such as telephone numbers, email addresses, postal addresses may be used to remind you of future appointments and provide reports or other information concerning your treatment. You will receive transactional and confirmation/cancellation/completion/reminder notifications regarding your treatment.

B)For marketing purposes our Physiotherapists may use the contact details provided by you to respond to your enquiries, including making telephone contact and emailing information to you, which the practice believes may be of benefit to your ongoing treatment.

C)In making initial contact with the practice, you agree to physiotherapists maintaining a dialogue with you until you either opt out (which you can do at any time) or we decide to cease promoting services to benefit your treatment. Physiotherapists may occasionally also act on behalf of their patients in the capacity of data processor when we may promote or refer you to other practitioners at your request/prior agreement. You can be asked to be removed from marketing communication by emailing or phoning the practice using the contact details provided at the end of the privacy notice.

D)Some basic personal data may be collected about you on the forms and surveys you complete, from records of correspondence and phone calls and details of your visits to our website. This may include, but not limited to personal identifying information like internet protocol (IP) addresses.

E)Websites use cookies which is a string of information that a website stores on a visitors computer and that the visitors browser provides to the website each time the visitor returns. Our website uses cookies to identify and track visitors and their website access preferences. Website visitors that do not wish to have cookies placed on their computers, should set their browsers to refuse cookies before using our website.

F)Physiotherapists will only use your information to progress your treatment and health, it will not broker or sell your information to third parties.


Only staff engaged in your treatment or certain data controllers (if you were referred by a third party, such as an insurer) will have access to your records. Although administrators may have access to your contact information to allow liaison in managing your account. We will not disclose your information unless compelled to do so in order to meet legal, regulatory, governmental obligations.

Data retention

We will process and store data during your treatment and for the purpose of continuity to future treatments. We will store personal data for a period of up to 8 years after ceasing treatment, unless data I required to be stored by us to meet future obligations. Minors records will be stored until the minimum age of 25 or 8 years whichever is the greater.

Data Storage

Data is stored within EEA databases and paper based records are stored in locked cabinets.

Your rights as a data subject

Right of access – you have the right to request a copy of the information we hold about you

Right of rectification – you have the right to correct data that we hold about you incomplete or inaccurate

Right to be forgotten – in certain circumstances you can ask for certain elements of your data to be erased from our records

Right to restriction of processing – where certain conditions apply you have the right to restrict the processing.

Right of portability – you have the right to transfer information from one organisation to another

Right to object – you have the right to object to certain types of processing such as direct marketing

Right to object to automated processing, including profiling – you also have the rights not to be subject to the legal effects of automated profiling or processing.

You can request the following information:

•Identity and the contact details of the person or organisation that has detailed how and why to process data

•Contact details of the data protection officer

•The purpose of the processing and the legal basis for processing

•If the processing is based on the legitimate interests of the physiotherapist/client and information about these interests

•The categories of personal data stored and processed

•The categories or recipients that data will be disclosed to

•How long data will be stored

•Information about your right to withdraw consent at any time

•Information about how to log a complaint with the supervisory authority (ICO).

•Whether the provision of data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide personal data and the possible consequences of failing to provide such data.

•The source of personal data, if it wasn’t collected directly from you.

•Any information of automated decision making, such as profiling and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing